PureConnect®

2020 R2

Generated:

27-May-2020

Content last updated:

26-May-2020

See Change Log for summary ofchanges.

Interaction Connect

Printed Help

Abstract

This document contains the application help for CIC Client.

For the latest version of this document, see the PureConnectDocumentation Library at: http://help.genesys.com/cic.

For copyright and trademark information, seehttps://help.genesys.com/cic/desktop/copyright_and_trademark_information.htm.

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Table of ContentsTable of ContentsFeaturesAccess Control Rights

Account CodesAttendant ProfilesClient ButtonsDirectory StatusGeneral DirectoriesInteractionPhone NumberPlug-insProcessesQueue ColumnsResponse ManagementShift TradingStation QueuesStationsStatus MessagesUser QueuesUsersWorkgroup QueuesWorkgroups

Security RightsClient RightsInteraction Command RightsMy Interaction RightsInteraction Optimizer RightsTracker Policy RightsUser RightsWidgets Configuration Master

What's New in Interaction ConnectWidget Updates2020 R22020 R12019 R42019 R32019 R22019 R12018 R52018 R42018 R32018 R22018 R12017 R42017 R32017 R22017 R12016 R42016 R32016 R22016 R12015 R42015 R32015 R2

Save LogsGenesys Cloud for PureConnect features

PureCloudStart PureCloudUse PureCloud

Accessibility Enhancements2

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Getting StartedScreen ReaderAccessibility ModeAccess Keys

Accessibility ModeAlertsCommand PaletteClient Memos

Command PaletteNavigation BarKeyboard Navigation

ViewsGrid-based ViewsApplication SettingsCallbacksChatsEmail messagesPersonal PromptsTransfer interactions

My Interactions ShortcutsSet Status in Accessibility Mode

Fast Status ButtonsCreate a Conference Call in Accessibility ModeCreate a Conference Chat in Accessibility ModeLegibility

Starting and ExitingPrivate ModeLogging On

Stationless LogonSave your settings

Logging On RemotelyRunning the CIC client from a Remote Location

Answer and Make CallsKeep a Persistent Connection to the CIC server

Remote Station TypesDynamic Remote Client Connections (Remote Number)Configured Remote Stations (Remote Workstation)SIP Stations are not RemoteRemote Station Licenses

Logging OffExitingAuto ReconnectChange Your Password

Password PoliciesChanging StationLanguage SettingSingle Sign On

Administrators and SupervisorsConfigure a WidgetConfigure Account Codes

Account Codes viewMonitored Interactions

Monitored Interactions viewStationless Logon

Available featuresConfigure Social Media

Enable Social MediaLog On to the Social Media AccountConfigure Facebook channelsConfigure Twitter channelsConfigure a WhatsApp channel

Manage AlertsAdd an AlertCopy an Alert

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Edit an AlertDelete an AlertAlert SoundsManage Alerts dialog boxActive Alerts view

Using Views and Dialog BoxesAbout dialog boxAdd View Dialog BoxCall History

Displaying the Call History ViewUsing Call History to Make CallsCall History Retention

Camp Desktop AlertDesktop AlertsUsing the Dial PadDirectory Properties Dialog BoxInteractionMy InteractionsQueue ContentsSet Status Dialog BoxShortcut KeysSidebar

Dial PadInteraction NotesInteraction LogInteraction PropertiesRequest AssistanceCo-browse

Supervisor Client MemosDesktop pop-upsNotification Area

Transfer Dialog BoxUsing the Transfer dialog boxStatus Information for Transfer recipient

Using the ToolbarsCustom Buttons

Customizing Queue Control ToolbarsUsing the Queue Control Toolbar

Queue Control Shortcut menuQueue Control Toolbar Buttons

Using the Directory ToolbarDirectory Toolbar Buttons

Configuration OptionsUnderstanding the Application Settings Dialog Box

Accessing the Application Settings Dialog BoxUsing the Application Settings Dialog Box

Add-in ArchitectureAlerting OptionsCalls Configuration

Calls OptionsConnection SettingsEmail ConfigurationFeature Settings

Set Up Follow-me RoutingGeneral OptionsConfigure Monitored AppearancesPersonal Prompts Options

Personal Prompts TypesAbout Personal PromptsRing Sounds

Schedule RemindersVoice Mail / Fax PagingCustomizing the Interface

Add or Close Views

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Add or Remove View ColumnsChange View LayoutChange View OrderCustomize ColumnsCustomizing Queue Control ToolbarsMove ViewsResize a Docking Zone

Working with Account and Wrap-Up CodesAdvanced Dialing Options

Configuration RequirementsUsing the Advanced Dialing Options dialog box

Assign Codes to an Incoming InteractionAssign Codes to an Outgoing InteractionUnderstanding Account Codes

Account Code RestrictionsUnderstanding Wrap-Up Codes

Assigning a Wrap-Up CodeWrap-Up Code Prompt

Interaction Connect and AltocloudAgent and Customer ExperienceWidget ConfigurationRelated DocumentationAltocloud view

Displaying the Altocloud viewUsing the Altocloud view

Working with Callback RequestsCallback InteractionCallbacks and the Current Interaction ViewManage Callback Requests

Add Notes to an InteractionAssign Codes to an InteractionRespond to a Callback RequestUse Response Management for an Incoming Interaction

Working with CallsCall Security

Call Security Icons and AlertsE911 Emergency Calls

Update E911 Emergency InformationE911 Emergency Call Alerts

Making CallsCall an OperatorClick to Dial a Directory ContactDial a Long-Distance NumberDial a Number Inside the OrganizationDial a Number Outside the OrganizationDial a Recently Dialed NumberDial on Behalf of a WorkgroupDisconnect a CallEntering Telephone NumbersMake a Call Using the Dial ButtonMake a Call using the Dial a number fieldPlace a Call on HoldUnderstanding an Interaction’s State

Picking Up CallsAnswer an Incoming InteractionCaller Name

Pick Up a Call from Voice MailTo pick up a call from voice mail:Place a Call on Hold

Transferring CallsDrag and Drop a Call on a Name in a DirectoryPark a Call on Another Person’s ExtensionTransfer a Call After Consulting the RecipientTransfer a Call to a Directory Entry

Transfer a Call to a Workgroup5

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Using the Workgroups and Profiles Directory to Transfer a CallTransfer a Call to an Attendant Profile

Transfer a Call to Another Person’s Voice MailTransfer a Call to Your Voice Mail

Transfer a Call Using a Transfer ButtonTransfer a Call Using the Queue Control ToolbarTransfer a Call Using the Directory ToolbarTransfer a Call Without Consulting the Recipient

Forwarding CallsForward Calls to Your Remote Telephone NumberUnderstanding Follow-me Routing

Making Conference CallsConferencing FeaturesCreate a Conference Call Using Drag and DropCreate or Join a Conference Call Using JoinDisconnect Someone from a Conference Call

Using Other Call FeaturesCamp on an Internal ExtensionCoach an InteractionDetermine if Someone is Listening to or Recording Your InteractionsSettings affecting Record and Listen indicatorsJoin an InteractionListen to a CallRecord a CallRecording TypesRequest Assistance from Your SupervisorAssistance ProcessSecure Pause a RecordingView and Edit Interaction Properties

Working with Chat SessionsChat InteractionsChats and the Current Interaction view

Message Indicator and linkManage a Chat Session

Add Notes to an InteractionAssign Codes to an InteractionConference Two or More Chat SessionsCopy and Paste Text During a ChatDisconnect a Chat SessionInitiate a Chat SessionMark a Chat Session as PrivateMonitor a ChatPick Up a Chat RequestPlace a Chat Session on HoldRecord a Chat SessionRequest Assistance from Your SupervisorSend a Chat Session Request to VoicemailTransfer a Chat SessionUse Response Management During a Chat Session

Client MemosSupervisor Client Memos

Desktop pop-upsNotification Area

Co-browseUser experienceCo-browse RequirementsCo-browse Configuration and Setup OverviewCo-browse view

Display the Co-browse viewCo-browse sidebar and viewWebsite Visitor's Co-browse toolbar

Use Co-browse during an interactionTransfer a Co-browse session

Working with DirectoriesPrivate Directories

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Access Rights for individual contactsUsing DirectoriesSearch a DirectorySort a DirectoryInsert and Delete Directory EntriesView and Edit Directory EntriesWorking with the Company DirectoryWorking with Other Directories

Working with Email MessagesEmail Interactions

Email interaction in My InteractionsEmail and the Current Interaction view

Incoming InteractionOutgoing Email InteractionEmail Reply

Secure Email MessagesOverview of Secure E-mail MessagesSecure E-mail Interaction Icons

Manage Email MessagesAdd Notes to an InteractionAssign Codes to an InteractionForward an Email MessagePark an Email Message on Another Person’s QueuePick Up or Reopen an Email MessageRecord an Email MessageReply to an Email MessageReply to an HTML Email MessageStart an Email InteractionTransfer an Email MessageUse Response Management in an Email Message

Working with FaxesOpen a Fax From Your Inbox

To open a fax from your Inbox:Send a FaxFax View

Use the Fax ViewDownload a FaxView a FaxDelete Faxes

Generic ObjectsUnderstanding Generic Object Routing

Interaction OptimizerAgent Optimizer Features and RequirementsMy Schedule

Week viewMonth viewList viewUse Schedule RemindersSchedule Reminders

Time Off RequestsRequest Time OffEdit a Time Off RequestCancel a Time Off Request

Shift TradingRequest a Shift TradeManage Trades

Interaction Process AutomationUsing IPAIPA Integration Differences

Interaction ConnectInteraction Desktop

User LicensesUser RightsTypes of Access Control Rights for Processes

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User StatusIPA Security SpecificationsInteraction Process Automation TerminologyProcesses

Start a ProcessWork Items

Work Item StatesWork Item ViewerPick Up a Work ItemPut a Work Item on HoldTransfer a Work ItemRemove a Work ItemFilter by Work Item CategoryWork Item Alerts

Interaction QualityAcknowledge ScorecardsMy Quality Results

Scorecard ListScorecard Preview

Call ScorecardChat ScorecardEmail ScorecardSocial Conversation ScorecardSocial Direct Message Scorecard

Interaction ScripterScriptsInteraction Scripter view

Display the Interaction Scripter viewUse the Interaction Scripter view

Log on to CampaignsLogon and select campaignsLogon to all campaigns

Log off CampaignsDisposition a Call

Wrap-Up CodesBlind Transfer a Scripter CallConsult Transfer a Scripter CallSchedule a CallbackPlace Follow Up CallsRequest a Break

Journey MapJourney Map Licensing and RightsRecording License and RightsJourney Map ViewUse the Journey Map view

Tips for using the Journey Map viewContact Resolution

Contact Resolution ProcessQuick Add a ContactAssociate an Interaction with a ContactView Interaction PropertiesPlay Back a Recorded Interaction

Play Back a CallContacts

Add a ContactFind a ContactModify Contact Information

OrganizationsAdd an OrganizationFind an OrganizationModify Organization information

Miscellaneous topicsReply to an HTML Email Message

Format Text

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Create a HyperlinkInsert an ImageDrag and Drop

Working with Monitored AppearancesMonitored Appearances ViewActivate and Deactivate Monitored AppearancesConfigure Monitored AppearancesCustomize Monitored Appearance AlertsDelete a Monitored Appearance

Introduction to QueuesQueue View FeaturesMonitor Two or More Queues at the Same Time

To monitor additional queues:Pick Up a Call From a Queue

To pick up a call from a queue:Filter a Queue View

Queue Result LimitsRemove Disconnected Interactions from a QueueQueue Contents

Working with Response ManagementResponse OrganizationUsing Response ManagementCreate Personal Responses

Personal MessagesPersonal FilesURLs

Create Response MacrosSystemAttributeResponse

Response Management ViewResponse Management Editor

Editor toolsOrganize Personal Responses

Working with Response FoldersSearch for a Response

Full-Text SearchUse a Response Shortcut

Screen PopsSite-Specific Screen Pops

Managing Social MediaFacebook conversationsFacebook Direct MessagesTwitter conversationsTwitter Direct MessagesWhatsApp Direct MessagesManage a Social Media conversationManage Social Media Direct MessagesUse Response Management in a Social Media InteractionSocial Media Inline Images

Speed DialDial a Number Using Speed DialWorking with Speed Dial Views

Speed Dial View LimitsClose a Speed Dial ViewCreate a Speed Dial ViewDelete a Speed Dial ViewDisplay a Speed Dial ViewRename a Speed Dial View

Working with Speed Dial EntriesSpeed Dial FeaturesAdd a Directory Contact to a Speed Dial ViewChange a Speed Dial Entry’s Default NumberDelete a Speed Dial Entry

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Setting StatusMy StatusFast Status ButtonsPossible Status ValuesSet Another User’s Status

To set another user’s status:Set DND Status with Your PhoneSet Status DetailsSet Your StatusStatus NotesStatus SummaryView Another User’s StatusWorkgroup Activation Button

Working with Text MessagesText Message Conversations

Current Interaction viewUse Response Management in a Text Message

Working with Voice MailMessage Waiting IndicatorPick Up a Call from Voice Mail

To pick up a call from voice mail:Transfer a Call to Another Person’s Voice MailTransfer a Call to Your Voice MailUse the Telephone Dial Pad to Control PlaybackListen to Someone Leave a Voice Mail Message

To listen to someone leave a voice mail message:Overview of Interaction Voicemail Player

Installing Interaction Voicemail PlayerConfiguring Interaction Voicemail PlayerUsing Interaction Voicemail PlayerInteraction Voicemail Player and .wav filesInteraction Voicemail Player ControlsOpen a Voice Mail Message From Your Inbox

Voicemail ViewUse the Voicemail ViewPlay back messages in the Voicemail ViewDelete voice mail messages

Web-Based PhoneImplementationUseRelated DocumentationWeb-based Phone Requirements

User RequirementsWorkstation RequirementsLicensingNetworkPureCloud Edge appliance (one or more):CIC

Configure the web-based phone featureWeb-based Phone ProcessingWeb-based phone limitationsLog on with a Web-Based PhoneChange your Web-Based Phone settingsUse a Web-Based Phone

WidgetsWidget TypesSimple Configuration and DeploymentWidgets ViewCustom Themes and Forms

ThemesForms

PureConnect Widget ExtensionsWebChatService.setSpeechStormCustomDataWebChatService.setChatRoutingContexts

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WebChatService.setChatAdditionalAttributesWebChatService.setBotCustomParametersWebChatService.clearBotCustomParametersWebChatService.setBotNameWebChatService.setChatNotes

Configure a WidgetWidgets General ConfigurationWidgets Plugins ConfigurationWidgets Extensions ConfigurationWidgets Unrestricted Properties Configuration

Deploy a WidgetWorkgroups

Change Your Workgroup Activation StatusChange a User's Activated WorkgroupsChange a Workgroup's Activated UsersDisplay the Workgroup and Profiles ViewTransfer a Call to a Workgroup

Using the Workgroups and Profiles Directory to Transfer a CallView Other Workgroup Members' Activation StatusView Members of a Workgroup

To view the members of a workgroup:Statistics

Agent StatisticsWorkgroup StatisticsWorkgroup OverviewDisplay and Configure Agent StatisticsDisplay and Configure the Workgroup Statistics viewDisplay and Configure the Workgroup Overview

Systems and SubsystemsManaged IP PhoneAbout Session ManagerSwitchover

Interaction Connect Help change log

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FeaturesHere are some of the most frequently used CIC client features.

ConfigurationConfiguration OptionsCustomize ColumnsCustomize Queue Control ToolbarsChange View Layout

Ease of UseAuto ReconnectDesktop AlertsSave LogsShortcut Keys

Information OrganizationCall HistoryDirectoriesDirectory EntriesSpeed Dial ViewsMy Interactions

Interaction ManagementCall ParkingCall TransferCampingConferencingInteraction NotesQueue ControlVoicemail

SIP AudioDial Pad

Status ManagementStatus Notes

Supervisor FeaturesAgent StatisticsCoach an InteractionDisplay and Configure Agent StatisticsDisplay and Configure the Workgroup OverviewDisplay and Configure the Workgroup Statistics viewEnable Supervisor FeaturesFilter a Queue View

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Access Control RightsAccess Control rights allow or restrict access to certain objects within the CIC client and determine whether you can view ormodify those objects. Your CIC administrator assigns your Access Control rights. Contact your CIC administrator if you havequestions about your Access Control rights.

Account CodesThis Access Control right determines whether you can assign account codes to incoming or outgoing interactions. For moreinformation, see Understanding Account Codes; Assign Codes to an Interaction; Assign Codes to an Incoming Interaction; andAssign Codes to an Outgoing Interaction.

AccessControlRight

Description

ViewAccountCodes

Determines whether you can assign an account code to an interaction. To assign Account Codes to incoming andoutgoing interactions, you also need the Account Code Verification Security right. For more information, seeUnderstanding Account Codes.

Attendant ProfilesThese Access Control rights determine which Interaction Attendant profiles are available as transfer destinations in the Transferdialog box. This controls whether you can transfer an interaction to a specific Interaction Attendant Profile. For more information,see Transfer a Call to an Attendant Profile.

Access Control Right Description

Email Profiles Determines which Interaction Attendant email profiles are available.

Inbound Profiles Determines which Interaction Attendant inbound profiles are available.

Operator Profiles Determines which Interaction Attendant operator profiles are available.

Outbound Profiles Determines which Interaction Attendant outbound profiles are available.

Client ButtonsYour CIC administrator can create custom buttons for the Queue Control toolbar. This toolbar appears on the My Interactions viewand other queue management views.

Access ControlRight

Description

View ClientButtons

Determines which custom buttons appear by default on the Queue Control toolbar. For more information,see Custom Buttons.

Directory StatusThis right controls which status columns you can choose to display in a Directory view. For more information, see View AnotherUser’s Status and Add or Remove View Columns.

General DirectoriesThis right controls which General Directories you can choose to display.

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Access Control Right Description

View General Directories Determines which General Directory views you can display.

InteractionThese rights control whether you can use specific types of pre-defined responses from a system-wide Response Managementlibrary named "Interactions." This library exists only in systems upgraded from previous releases where the administrator decided toretain the library. For more information, see Working with Response Management for details.

AccessControlRight

Description

ViewInteractionFiles

Enables you to select a file name from the "Interactions" Response Management library and immediately uploadthe file to external chat participants.

ViewInteractionMessages

Enables you to select a message name from the "Interactions" Response Management library and incorporatethe text from this stored message in a chat. Messages files typically include standard greetings and closings orresponses to frequently asked questions.

ViewInteractionURLs

Enables you to select a URL from the "Interactions" Response Management library and incorporate this storedInternet address in your chat.

Phone NumberThese rights control which types of phone numbers you can call, use as follow-me numbers, use as a forwarding number, or employin the Telephone User Interface (TUI). Your CIC administrator classifies phone numbers into types such as Blocked, Emergency,Local, and Long Distance.

AccessControl Right

Description

Classifications Determines the type of phone numbers you can call from the CIC client. Also determines whether you cansend a text message to specific classes of phone numbers (for example, Local, Long Distance orInternational) Your CIC administrator also determines which specific SMS brokers you can use to send SMStext messages. SMS brokers are associated with your CIC user account or workgroups.

ClassificationsFollow-me

Determines the type of phone numbers you can use as Follow-me numbers. For more information, see SetUp Follow-me Routing.

Note: These rights are checked whether you set up Follow-me numbers in the CIC client or via the TUI.For more information about setting up Follow-me numbers via the TUI, see the Telephone User InterfaceUser’s Guide or Quick Reference Card in the PureConnect Documentation Library

ClassificationsForward

Determines the type of phone numbers you can use to forward calls to a remote telephone number. Formore information, see Forward Calls to Your Remote Telephone Number.

Note: These rights are checked whether you set up Forwarding numbers in the CIC client or via the TUI.For more information about setting up Forwarding numbers via the TUI, see the Telephone UserInterface User’s Guide or Quick Reference Card in the PureConnect Documentation Library.

ClassificationsTUI

Determines which phone numbers you can call from the TUI. This right controls which numbers you can callwhen you do a "live reply." A “live reply” occurs when you respond to a "To call this person now..." prompt.These rights also control which phone numbers you can call when you access the Company Directory tolocate and dial a phone number.

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Plug-ins

Access Control Right Description

View Plug-ins Determines which plug-ins you can add to the CIC client.

ProcessesThese rights apply to Interaction Process Automation and control which IPA functions you can use. They are independent of eachother, not cumulative like IPA licenses.

AccessControlRight

Description

LaunchProcesses

Enables you to Start a Process.

ManageProcesses

Enables you to manage and modify processes in the IPA Monitor. Managing a process includes canceling orretrying a process, changing data elements in a process, and so on.

Note: IPA Monitor is a separate application and is not part of the CIC client. It is an IC Business Managermodule that an administrator can use to monitor, track, or interact with running process instances. For moreinformation, see the Interaction Process Automation Monitor Help.

Queue ColumnsQueue Column rights determine which columns you can display in a queue view.

Account CodeACD Wait ReasonAgent ScoreAssociated ProcessAttachmentsChat Response TimeCustomer ScoreDetailsDurationImportanceInteraction IDLineLstns

NameNumberQueueRecsSecurityStateStationSubjectTime in StatusTime in Workgroup QueueUserWrap-Up Code

AccessControl Right

Description

View QueueColumns

Determines which columns you can add to a queue view. Rights to each column can be separately assigned.For more information, see Add or Remove View Columns and Queue Contents.

SubstituteQueueColumns

Determines which interaction attributes you can use in a Response Macro. For more information, see CreateResponse Macros.

Response Management

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This right determines which system-wide Response Libraries you can see and use in the CIC client. For more information, seeWorking with Response Management.

AccessControlRight

Description

View Each Response Management Library created in Interaction Administrator by your system administrator has aunique name. You can be assigned the right to use all of these libraries or selected libraries.

Note: These libraries are also called Response Management server documents in Interaction Administrator.Each of these libraries can contain multiple items such as text messages or stored files.

Shift TradingThis right determines whether you can display the My Shift Trading view in Interaction Connect.

AccessControlRight

Description

View Each Response Management Library created in Interaction Administrator by your system administrator has aunique name. You can be assigned the right to use all of these libraries or selected libraries.

Note: These libraries are also called Response Management server documents in Interaction Administrator.Each of these libraries can contain multiple items such as text messages or stored files.

Station QueuesThese rights control which Station Queues you can display and work with in the CIC client.

AccessControl Right

Description

View StationQueues

Determines which Station Queue views you can display in the CIC client.

ModifyStationQueues

Determines which modify actions you can perform on interactions in a selected Station Queue. Modifyactions include Disconnect, Hold, Mute, Pickup or Transfer interactions.

MonitorStationQueues

Determines which monitor actions you can perform on interactions in a selected Station Queue. Monitoractions include Coach, Join, Listen or Record interactions.

SearchStationQueues

Determines which Station Queues are available as transfer targets in the Transfer dialog box. This controlswhether you can transfer an interaction to a specific Station Queue.

StationsTypically, you always log on to one, specific CIC station that belongs to you. However, if there is a need, you can be assigned theright to log on to other CIC stations.

Access Control Right Description

Logon Stations Determines to which CIC stations you can log on. For more information, see Logging On.

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Status MessagesTo use a specific status, you need the appropriate View Status Message right. The CIC administrator can assign this right to allmembers of a specific workgroup, all users in a certain role, or selected users. These rights determine the status settings availablewhen you Set Your Status or Set Another User’s Status.)

AccessControl Right

Description

View StatusMessages

This right controls which status settings are available to you. For more information, see Possible StatusValues, Set Your Status, and Set Another User’s Status.

User QueuesThese rights control which User Queues you can display and work with in the CIC client.

Note: My Interaction Rights determine your ability to modify and monitor interactions in My Interactions.

AccessControlRight

Description

View UserQueues

Determines which User Queue views you can display in the CIC client.

Modify UserQueues

Determines which modify actions you can perform on interactions in a selected User Queue. Modify actionsinclude Disconnect, Hold, Mute, Pickup or Transfer interactions.

MonitorUserQueues

Determines which monitor actions you can perform on interactions in a selected User Queue. Monitor actionsinclude Coach, Join, Listen, Preview, Record, or Snip interactions.

UsersThese rights control whether you can Set Another User’s Status or whether you can display interactions belonging to all or selectedusers.

AccessControlRight

Description

ChangeStatus Users

Determine which users' status you can change. You can be granted the Change Status right to all or selectedusers.

View HistoryUsers

Determines whose interactions can appear in the Journey Map view. Or you can display other users'interactions if you have the Tracker Administrator Security right.

Workgroup QueuesThese rights control which Workgroup Queues you can display and work with in the CIC client.

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AccessControl Right

Description

ViewWorkgroupQueues

Determines which Workgroup Queue views you can display in the CIC client.

ModifyWorkgroupQueues

Determines which modify actions you can perform on interactions in a selected Workgroup Queue. Modifyactions include Disconnect, Pickup or Transfer interactions.

Other Modify actions include the ability to Activate Self. For more information, see Change Your WorkgroupActivation Status.

Also, Modify actions include the ability to Activate Others. For more information see Change a User'sActivated Workgroups and Change a Workgroup's Activated Users.

MonitorWorkgroupQueues

Determines which monitor actions you can perform on interactions in a selected Workgroup Queue. Monitoractions include Coach, Join, Listen, Monitor, Record, or Snip interactions.

Determines which monitor actions you can perform on interactions in a selected Workgroup Queue. Monitoractions include Coach, Join, Listen, Monitor or Record interactions.

SearchWorkgroupQueues

Determines which Workgroup Queues are available as transfer targets in the Transfer dialog box. Thiscontrols whether you can transfer an interaction to a specific Workgroup Queue.

Workgroups

Access ControlRight

Description

ViewWorkgroups

Determines which Workgroup directory views you can display in the CIC client.

StatisticsWorkgroups

Determines which workgroups can be included in the Workgroup Statistics view. This right can be grantedto all or selected workgroups.

Related TopicsSecurity Rights

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Security RightsSecurity rights control your access to certain CIC client features and determine the actions you can perform. Your CICadministrator assigns your Security rights. Contact your CIC administrator if you have questions about your Security rights.

Client RightsThese rights determine which actions you can perform in the CIC client.

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This security right Description

Account CodeVerification

Enables you to assign Account Codes to incoming and outgoing interactions. You also need the ViewAccount Codes Access Control right to display Account Code fields. For more information, seeUnderstanding Account Codes.

Can Create SpeedDials

Enables you to create a Speed Dial view.

Conference Calls Enables you to create a Conference call.

Customize Client Enables you to:Customize Configuration settings in the CIC client.Add Views. However, displaying certain views can require additional Access Control Rights. Formore information, see Configuration Options.Change the columns in a queue view. See Add or Remove View Columns or Customize Columns.Change the buttons in a queue view. See Customizing Queue Control Toolbars

Monitor Columns Enables you to add the Lstns column and Recs column to a queue view. The Lstns column shows aspeaker icon when someone is listening to the conversation. The Recs column shows a red dot icon toindicate that the conversation is being recorded. For more information, see Determine if Someone isListening to or Recording Your Interactions.

Multiple Calls Determines whether you are alerted when a new call arrives in your queue when you are already on acall. This alert only occurs on calls into lines that are configured as "Allow Deferred Answer."

If you don't have this right, or don't have call coverage set to forward calls when busy, then you aren'talerted to the new call. The new call then rolls to voice mail.

This setting does not actually prevent multiple calls from being on your queue at the same time. Itmerely controls whether you are alerted or not. This setting applies only to My Interactions, not to callsto a logged-in station or default workstation.

PersistentConnections

This right gives you the option of keeping your remote telephone connected until you log off.

It enables you to select Persistent when using a Dynamic Remote Client Connection.

Receive Voicemail If you have this right, callers are sent to voice mail when you're in a DND (do not disturb) or other "notavailable" status or don't answer your phone.

If you do not have this right, callers are returned to the Interaction Attendant main menu.

ResponseManagement

Enables you to use a stored response in email messages, chats, callback requests, or text messages.Typical stored responses include a standard greeting or your company’s support website address. Thisright also enables you to create, organize and manage Personal Responses. For more information, seeCreate Personal Responses and Using Response Management.

Status Notes Enables you to create a Status Note when you set Status details for yourself or another user. StatusNotes provide additional details about status, for example, the date an agent expects to return aftervacation.

User-definedTelephone Numberon Remote Logon

Enables you to enter a new Remote Number when logging on. For more information, see DynamicRemote Client Connections.

WorkgroupStatistics

Enables you to display the Workgroup Statistics view, Workgroup Overview, and Agent Statistics.

Workgroup/ProfilesTab

Enables you to display the Workgroup and Profiles view. This view lists workgroups and AttendantProfiles by name.

Interaction Command RightsThe Assistance right determines if the Request Assistance sidebar is available. The remainder of these Interaction Command rightsdetermine which buttons appear on the My Interactions and other Queue Control Toolbars.

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This security right Description

AssistanceDisplays the Request Assistance sidebar.

Coach Displays the Coach button or Whisper Button and the Coach or Whisper command.

Disconnect Displays the Disconnect button and the Disconnect command.

Hold Displays the Hold button and the Hold command.

Join Displays the Join button and the Join command.

Listen Displays the Listen button and the Listen In command.

Mute Displays the Mute button and the Mute Call command.

Park Controls whether the Park button appears on the Transfer dialog box.

Pause Displays the Pause button and the Pause Recording command.

Pickup Displays the Pickup button and the Pickup command.

Private Displays the Private button and the Private command.

Record Displays the Record button and the Record command.

Secure Recording Pause Displays the Secure Record Pause button and the Secure Pause command.

Snip Displays the Snip button and the Snip command. For more information, see Recording Types.

Transfer Displays the Transfer button and the Transfer command.

Voicemail Displays the Voicemail button and the Send to Voicemail command.

My Interaction RightsThese rights determine the actions you can perform in My Interactions.

Access Control rights determine which actions you can perform on other queues you have the rights to display:To Disconnect, Hold, Mute, Pickup or Transfer interactions, you need the appropriate Modify Station Queues, Modify UserQueues, or Modify Workgroup Queues Access Control rights.To Coach, Join, Listen or Record interactions, you need the appropriate Monitor Station Queues, Monitor User Queues, orMonitor Workgroup Queues, Access Control rights.

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This securityright

Description

CoachInteractions

Enables you to coach an interaction by adding yourself to another agent’s interaction.

DisconnectInteractions

Enables you to disconnect an interaction using the CIC client instead of hanging up the telephone.

JoinInteractions

Enables you to join an interaction, thus creating a conference call.

Listen in onInteractions

Enables you to listen to a call. You can hear both sides of a call.

MuteInteractions

Enables you to disable the microphone on your telephone so that the other party or parties cannot hearwhat you are saying. It also enables you to reactivate the microphone. For more information, see MuteButton.

PauseInteractions

Enables you to use the Pause button to control a recording session. Click this button to pause therecording session. Click it again to resume the recording session. For more information, see Record a Calland Record a Chat Session.

PickupInteractions

Enables you to pick up an interaction. For more information, see Picking Up Calls.

PrivateInteractions

Enables you to prevent other CIC client users from recording or listening to your conversation. For moreinformation, see Private Button.

PutInteractions onHold

Enables you to place a selected interaction on hold. For more information, see Hold button.

RecordInteractions

Enables you to record an interaction. The recordings are stored in files.

RequestAssistancefromSupervisors

Enables you to request assistance from your supervisor.

SecureRecordingPauseInteractions

Enables you to Secure Pause a Recording to avoid recording sensitive information, such as a SocialSecurity number or credit card number, when you are recording an interaction.

SnipInteractions

Enables you to record an interaction and store this recording in the CIC database. Administrators can useInteraction Recorder to find and play back these secured recordings. For more information, see RecordingTypes.

TransferInteractions

Enables you to transfer an interaction. For more information, see Transfer a Call After Consulting theRecipient or Transfer a Call Without Consulting the Recipient.

TransferInteractions toVoice Mail

Enables you to transfer a call to your voice mail.

Interaction Optimizer Rights

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This security right Description

Agent can submit time off Enables you to submit a time off request. For more information, see Submit a Time Off Request.

Agent can trade shifts Enables you to trade a shift with another agent.

Tracker Policy Rights

Note: Tracker Policy rights apply to the Journey Map feature in Interaction Connect.

This security right Description

Add Individuals Enables you to add a Journey Map contact or Quick add a contact.

AddOrganizations

Enables you to add a JourneyMap organization.

Have PrivateContacts

Enables you to designate a Journey Map contact as private and prevent other users from viewing or usinginformation for this contact. For more information, see the Allow others access to this Contact setting inthe Add Contact dialog box.

ModifyIndividuals

Enables you to modify Journey Map contact information.

ModifyOrganizations

Enables you to modify Journey Map organization information.

RelatedInteractionsPage

Enables you to Use the Journey Map View.

TrackerAdministrator

Grants you all the Journey Map Policy Rights (called Tracker Policy Rights in Interaction Administrator),enabling you to perform all the Journey Map functions that require any Tracker Policy Right.

View OtherPeople’sPrivateInteractions

Enables you to view other users' private interactions in the Related Items view. A user can indicate that aninteraction is "Private" to prevent other users from recording or listening to it.

User Rights

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This securityright

Description

DirectoryAdministrator

Enables you to edit public directories that other users created. For more information, see View and EditDirectory Entries.

Follow Me Determines whether you can use Follow-Me Routing to set up the CIC client to search for you at differenttelephone numbers. For more information, see Set Up Follow-me Routing.

IntercomChat

Enables you to start intercom chats with other CIC client users on the same CIC server.

RequireForcedAuthorizationCode

Requires you to enter an authorization code before toll numbers can be dialed from your station. Anauthorization code prevents someone from using your phone to make a toll call while you are logged on, butaway from your desk. For more information, see Dial a Long-Distance Number.

TIFF Faxes Enables you to receive faxes as TIF files attached to email messages. For more information, see Workingwith Faxes.

Widgets Configuration Master

This security right Description

Widgets ConfigurationMaster

Enables you to create widgets and configure every widget property. For more information, seeConfigure a Widget.

Related TopicsAccess Control Rights

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What's New in Interaction ConnectGenesys introduced the following changes and enhancements in Interaction Connect Releases.

Widget UpdatesSome widget updates occur outside of the CIC release cycle. These updates do not depend on the CIC version number.

WebChatService.setBotName (May 2020)This new widget extension provides an API to allow the customization of the bot name. For more information, see PureConnectWidget Extensions.

2020 R2Accessibility EnhancementsAs part of a continuing program to provide accessibility enhancements based on WCAG 2.0 (Web Content AccessibilityGuidelines), this release includes:

Favorite Status: You can now use the keyboard to select favorite statuses and have them appear as Fast Status buttons inthe My Status section. For more information, see Set Status in Accessibility Mode.

View Navigation: You can navigate from view to view using the keyboard. Ctrl+Shift+.(period) moves to the next view.Ctrl+Shift+,(comma) moves to the previous view. For more information, see Keyboard Navigation.

My Interaction Keyboard Shortcuts: Keyboard shortcuts are now available for My Interactions commands like Pickup andTransfer. For more information, see My Interactions Shortcuts.

Keyboard creation of Conference Calls and Chats: Use the Command Palette and the keyboard to create conference callsand conference chats. For more information, see Create a Conference Call in Accessibility Mode and Create a ConferenceChat in Accessibility Mode.

Improved keyboard navigation:

Tip: See Keyboard Navigation for more information about these and other navigation options.

When you work with Chat messages in the Current Interaction view, you can now tab to the Qoute icon (reply). This icon isnow highlighted on hover or select. JAWS reads out a "Do you want to reply to this message?" prompt.Focus now switches automatically to the Current Interaction view when you pick up a Callback interaction. Until you pick upa Callback interaction, the focus is on the Pickup button.You can tab to the various elements of an email message in the Current Interaction view when composing a reply and thentab to the Send button. JAWS will read out all elements of an email message except for the body of the message. Whenviewing a sent or received email message, you can tab to the subject and address fields.Use Tab to navigate to all the fields and controls in the Advanced Dialing Options and Transfer dialog boxes. JAWS alsoreads out the contents of all fields. In the Applications Settings dialog, use the Up and Down arrows to select a setting type in the left side panel. PressSpacebar or Enter to move to the right-side settings panel. Focus moves to the first element in the panel.

Streamlined Personal Prompts configuration: When you configure personal prompts, you no longer have to expand sectionsone at a time for each type of personal prompt. You can now just tab to the to the Record and Play options for each type ofprompt. For more information, see Personal Prompts.

Note: This enhancement applies to all users.

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Improved contrast in the user interface:

Note: To see these enhancements, you must enable Accessibility Mode.

Outlines with dashes provide better contrast for the currently selected column heads, table cells, and toolbar buttons.

A solid border indicates your cursor is hovering over a toolbar button. A focused or tabbed over toolbar button has anoutline with dashes. A selected button has a solid line.

Black numbers on badges make them easier to read.

WhatsApp Direct Messages

Note: The 2020 R2 release Early Access Program introduced support for receiving and replying to inbound WhatsApp directmessages. WhatsApp support will be available in patches for the 2020 R2, 2020 R1, and 2019 R4 releases. Contact yoursales representative for more information about the Early Access Program.

WhatsApp is the most popular instant messaging app worldwide, with over 1.5 billion users from 180 countries. InteractionConnect now supports WhatsApp as a Direct Messaging Social Media channel. Social Media administrators can configure oneor more WhatsApp channels in the Social Media view. A WhatsApp channel routes WhatsApp direct messages to a designatedworkgroup.With this integration with WhatsApp and its direct messaging capabilities, we continue to expand the messaging channelssupported within PureConnect (Facebook and Twitter messaging are already supported) so that customers and agents can

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communicate using the channels they already prefer.To manage WhatsApp direct messages, agents require an ACD WhatsApp license. For more information about requirements foradministrators and agents, see Managing Social Media. For more information about WhatsApp and Interaction Connect, seeConfigure Social Media, Configure WhatsApp Channels, and WhatsApp Direct Messages.

2020 R1Accessibility EnhancementsInteraction Connect includes accessibility enhancements based on WCAG 2.0 (Web Content Accessibility Guidelines). Thisincludes screen reader support, keyboard navigation, and a new Command Palette for command shortcuts. For the visuallyimpaired, there are improved contrast ratios for text and links and support for content resizing up to 200%.

E911 Emergency CallsInteraction Connect supports E911 (Enhanced 911) for emergency calls. E911 provides a caller's location information to 911dispatchers. The E911 service provider, West Corporation, validates and provisions this emergency location information.

Warning: West stores the user's or station's extension in a database and maps this extension to the physical address. Ifyour PureConnect administrator does not enable the Enhanced 911 feature, changes to these extension numbers are notupdated in the West database.

PureConnect routes 911 calls to the nearest 911 service provider (West) who forwards the exact location to nearest PSAP(Public Safety Answering Point). The PSAP can then quickly dispatch emergency services to your exact location.Agents can dial 911 from any client including Interaction Desktop, PureConnect for Salesforce, or Interaction Connect. Butagents can update their emergency details for managed and non-managed stations only from Interaction Connect or InteractionAdministrator. Agents who logon through WebRTC or who use a remote number can update emergency information onlythrough Interaction Connect.

Note: If you log on without a station or use a remote station, the Enhanced 911 feature is not available. For moreinformation, see Stationless Logon and Remote Station Types.

Web Chat EnhancementsUse these new features when participating in a chat.

Insert an Emoji in a reply.Quote an earlier message in a chat conversation when replying.Use multimedia in your replies. Insert an https link to a video, an audio file, or an image. Interaction Connect embeds a videoor audio file player or displays the image in your view of the chat.

Note: The links are transmitted to chat participants. Visitors using the Interaction Web Tools chat or chat widget onyour company website can click the link and open it in a separate browser tab.

Example: An embedded video player appears in the Current Interaction view for supported formats like YouTube, Vimeo, andImgur.

We have improved the chat interface in the Current Interaction view in other ways.Chat messages and replies appear in chat bubbles.Icons indicate if you are talking with a customer or another agent.Message indicators appear on the My Interactions and Current Interactions tab alerting you to new or unread chat messageneeding a response.

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The typing indicator is now text instead of an icon.

2019 R4

PureCloud Bridge ReplacementBeginning with CIC 2019 R4, the PureCloud for CIC integration was renamed to Genesys Cloud for PureConnect. The new CloudBridge subsystem is a replacement for the Bridge Server platform previously used for integration with Genesys Cloud. For moreinformation, see the configuration details in the Interaction Administrator help and the Genesys Cloud for PureConnectAdministrator's Guide in the PureConnect documentation library.

WhatsApp Direct MessagesInteraction Connect now supports WhatsApp as a Direct Messaging Social Media channel. Social Media administrators canconfigure one or more WhatsApp channels in the Social Media view. A WhatsApp channel routes WhatsApp direct messages toa designated workgroup. For more information, see Configure Social Media and Configure WhatsApp Channels.

2019 R3Journey MapJourney Mapping is a new Interaction Connect feature. Journey Mapping is a history of interactions between PureConnectclient users and outside contacts. It tracks various types of interactions (phone, fax, email, web chat.) For more information,see Journey Map.

Requirements: Customers who have Tracker licenses need not buy any new licenses to use this feature. For moreinformation, see Journey Map Licensing and Rights.

PureCloud Directory viewThis is no longer supported as of 2019 R3.Support for ArabicArabic is now available as a language selection for Interaction Connect. You can change the language used in the interfacewhen you log on to Interaction Connect. For more information, see Logging On.

2019 R2Auto select interactions after disconnectWhen you enable this new alerting option Interaction Connect automatically selects the oldest interaction that is notdisconnected when you disconnect your current interaction. See Alerting Options.

Genesys AltocloudAltocloud Chat interactions are now indicated by a standard Chat icon with an Altocloud badge.Web Chat Widget SubjectThe information entered in the Subject field on new chats created by the Web Chat widget now appears in the Notes property onChat interactions. For more information, see Web Chat in Widgets Plugins Configuration.

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2019 R1AltocloudAltocloud is a customer journey analytics platform that analyzes all kinds of visitor journey behavior and data. Yourorganization can use it to observe and analyze visitors on your digital properties, such as websites. Altocloud can predict whatit will take for visitors to achieve a desirable business outcome, and then acts to offer the most appropriate and effectivechannel to assist them in completing their journey.The Altocloud view displays a visitor's journey on your company's website. It gives you a real-time visualization of theirexperience and enables you to assist them in achieving their goal, whether it is ordering a product, requesting a quote, or someother specific milestone.

New Genesys WidgetsInteraction Connect supports the configuration of more Genesys Widget types for use in your company’s website. For moreinformation, see Widgets Plugins Configuration.

Callback: Website visitors can request a call from one of your support agents. PureConnect routes this as a Callbackrequest interaction to a designated queue.Call Us: Website visitors can call selected phone number displayed on the Call Us widget.Offers: Use the Offers widget to display a product or promotion along with an image or a video. You can select fromToaster or Overlay mode.Sidebar: The Sidebar widget displays icons, titles, and command shortcuts for the widgets available on your website.

Third-Party Chatbot Support

Requirements: For third-party Chatbot support, the IC Server must be running CIC 2019 R1 Patch 5 version or later.Alternatively, you can apply a gap ES to an IC Server running CIC 2019 R1 Patch 4. Chat Bot support also requiresInteraction Connect version 2019 R1 Patch 5 or later.

Support for Google DialogFlow, Amazon Lex, and IBM Watson is included in this release. Support for other third-party chatbotswill follow. You configure any of these third-party chatbots in the Interaction Connect Widgets view. For more information, seeWidgets Plugins Configuration.This release also provides the ability for widgets to use websockets when talking to chatbots. It also enables an optionalserver parameter, webhook, within the ICWS web chat API that eliminates polling the server.

RebrandingWe updated the look and feel of the PureConnect browser-based applications to match Genesys User Experience guidelines.There were no changes in functionality. Interaction Connect is one of these rebranded applications.

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2018 R5Social Media Direct MessagesSocial Direct Message is a new interaction type that enables agents to respond to private messages sent to your corporateFacebook page or directed to your corporate Twitter account. Interaction Connect users can now receive and reply to theseACD-routed social media interactions in the familiar Current Interactions view. For more information, see Social Media.Administrators can configure different ACD workgroups for Social Media Conversations and Direct Messages. For moreinformation, see Configure Facebook channels and Configure Twitter Channels.Agents can review and acknowledge scorecards or review recordings of their Direct Message interactions in the My QualityResults view. See Social Direct Message Scorecard.

Special Notice: PureConnect does not support secure input in Social Media Conversations or Direct Messages. Do notinclude credit card numbers or other sensitive information in your replies and discourage your customers from doing so.

Social Media and Response ManagementYou can use stored responses in both Social Media Conversations and Social Media Direct Messages. For more information,see Use Response Management in a Social Media Interaction.

2018 R4Account Codes ConfigurationAdministrators with the appropriate rights can configure account codes in the new Account Codes view. Account Codeconfiguration was formerly available only in Interaction Administrator. For more information, see Configure Account Codes.

Alert ConfigurationSupervisors can configure their own alerts in Interaction Connect. Previously, supervisors could configure alerts only inInteraction Supervisor in ICBM. An alert appears when a statistic enters a user-defined threshold, is within bounds, or is nolonger within a range of values. For example, you can base alerts for telephone calls on calls longer than a specific duration,average hold time greater than a specific value, and many other metrics.

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Requirements: To configure alerts, you need the Interaction Supervisor Plug-In: Workgroups license. To use this license,you must also enable supervisor features. You can view your active alerts in the Active Alerts view. To add views, youneed the Customize Client Security right. For more information, see Manage Alerts.

Warning: PureConnect does not support simultaneously logging into Interaction Connect and ICBM to manage alerts.

Email ScorecardYou can now review and acknowledge scorecards or review recordings of your email interactions in the My Quality Resultsview. You don't need to use Interaction Web Portal or Interaction Supervisor for these tasks.

Requirement: See Interaction Quality.

Genesys WidgetsWidgets are streamlined and lightweight elements you can add to your company’s website to support activities like chattingwith an agent. Interaction Connect supports the configuration of Genesys Widgets for use in your company’s website. Thesewidgets are easy to configure and deploy by means of code snippets you include in your company’s website. For moreinformation, see Widgets.

Note: The initial release supported the Genesys Chat widget.

Genesys Intelligent AutomationThe PureConnect integration with Genesys Intelligent Automation is a fully tested, secure offering that allows easy integrationof bots and other services with on-premises and cloud implementations of PureConnect. It uses a server less, event drivenmicroservice that deploys to, and resides in the cloud. For more information, see Plugins Configuration and the PureConnectIntegration with Genesys Intelligent Automation Technical Reference.

Interaction Process AutomationInteraction Process Automation (IPA) is a communications-based process automation system that manages businessprocesses by routing work items to qualified and available members of your organization in a defined and controlled manner.

Requirements: Only agents with the appropriate licenses and rights can use Interaction Process Automation. For moreinformation, see IPA User Licenses and IPA User Rights. Also, IPA is available to Interaction Connect users only byspecial arrangement. To unlock this feature, the CIC administrator must contact Graeme Provan, Global Director ofBusiness Automation.

If you have the appropriate license and user rights, you can:pick up a work item and complete a necessary taskstart a process that routes work items to other members of your organization

Social Media conversationsSocial Media Conversation is a new interaction type that enables agents to respond to Facebook posts and mentions onTwitter. Interaction Connect users can now receive and reply to these ACD-routed social media interactions in the familiarCurrent Interactions view. For more information, see Social Media.Administrators can enable and configure Social Media interactions in the Social Media view. For more information, seeConfigure Social Media.

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You can review and acknowledge scorecards or review recordings of your Social conversations in the My Quality Results view.See Social Conversation Scorecard.

Note: In a future release, social media interactions will also include Facebook and Twitter private (direct) messages.

Stationless LogonAdministrative, supervisor, Interaction Process Automation, Interaction Optimizer, Social Media, and other features areavailable without a station in Interaction Connect. Also agents can log on and handle interactions that do not require a station(like chats and emails) without consuming a Basic Station license. Interaction Connect hides or disables features that require astation when you log on without selecting a station. For more information, see Stationless Logon.When you log on without a station or Client Access license, but have a Supervisor license, the new Monitored Interactions viewenables you to continue to monitor interactions that you are listening to or recording. For more information, see MonitoredInteractions.

2018 R3My Quality Results viewYou can now review and acknowledge scorecards or review recordings of your interactions in the My Quality Results view. Youdon't need to use Interaction Web Portal or Interaction Supervisor for these tasks.

Requirement: See Interaction Quality.

Interaction ScripterThe Interaction Scripter integration with Interaction Connect now supports custom campaign scripts. For more informationabout custom scripts, see Interaction Scripter.

Note: Custom scripts written to run in Interaction Scripter .NET Client must be modified to run in Interaction Connect.Developers can find information about the required modifications in the Interaction Scripter Developer's Guide in thePureConnect Documentation Library.

You can delay receiving calls after logging on to campaigns. You can start receiving calls when you are ready by selecting theStart Receiving Calls button in the Campaigns sidebar. For more information, see Log on to Campaigns.Interaction Optimizer IntegrationInteraction Optimizer enables you as an agent to view your schedule, submit time off requests, and trade shifts with otheragents. Schedule reminders appear as both desktop alerts and as badges on the Activity Feed icon. You can set reminder timesfor each type of scheduled activity. These setting control how far in advance you are alerted to changes in your scheduledactivity.Your CIC administrator determines whether you have access to these Interaction Optimizer features inside Interaction Connect.

2018 R2Call SecurityCIC provides call security that prevents others from listening in on a call or even determining which internal parties are involvedin a conversation. When the CIC administrator configures your station to request that all calls are secure or if you are involvedin a call where one of the parties has requested a secure call, the CIC client monitors a call’s security level to determine if it issecure and remains secure. Call security icons appear in My Interactions. For more information, see Call Security.

Custom ButtonsYour CIC administrator can create custom buttons for the Queue Control toolbar which appears on the My Interactions viewand other queue management views. A custom button can invoke a handler or an add-in. A custom button can be available foruse at all times or only when an interaction is selected, or only when a specific type of interaction (such as a chat) is selected,or only when an active (not disconnected) interaction is selected.

Workgroup Activation ManagementA user who has an Interaction Supervisor Plug-In: Workgroups license and who has enabled supervisor features can manageother users' workgroup activation status from various places in Interaction Connect. New User Activations and WorkgroupActivations buttons can appear on the Company Directory or workgroup directory toolbars. You can also manage userActivations from the Agent Statistics view. You can also manage the activation status for members of a workgroup from theWorkgroup Statistics view and the Workgroup Overview.You use a new activation toggle control to manage activation status. You can also use this new control to manage your ownworkgroup activation status in the Workgroup Activation dropdown list.

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2018 R1Personal PromptsYou can now record personal prompts in Interaction Connect. Personal prompts are messages you record which are played topeople who call you. See Personal Prompts Options.

Ring SoundsYou can select different ring sounds for calls, chats, emails, and other interactions. See My Interactions Ring Sounds.

2017 R4Web-Based phoneYou can test the microphone and speakers you select for use with the Web-Based phone. Your microphone and speakersselections are saved for the next time you log on to Interaction Connect and select the Web-Based Phone as your workstation.

Monitored AppearancesYou can set up Monitored Appearances to observe and manage interactions for selected users. You can configure ring andalert settings for these monitored appearances. Access Control rights determine which queues you can view and what actionsyou can perform on the interactions in these queues. See Working with Monitored Appearances and Configure MonitoredAppearances.

Workgroup, User, and Station queue viewsIf you have the appropriate Access Control rights, you can add views to display and manage interactions for selectedworkgroups, users, and stations. See Introduction to Queues.You can filter these views by interaction type, state, or assigned user. Supervisors can also set additional queue filterparameters that control the maximum number of interactions shown and the order in which they appear. See Filter a QueueView.

Customize Queue Control ToolbarsYou can add, remove, or rearrange buttons on Queue Control toolbars. See Customizing Queue Control Toolbars.

Interaction Scripter integrationThe Interaction Scripter integration enables you to process outbound calls placed by Interaction Dialer. The new InteractionScripter view contains information pertaining to the call, the customer, and the campaign, based on behavior defined in a script.This information appears in a form that you complete. All information that you collect or modify during the call is routed backto database tables. The features available in the Interaction Scripter view are very similar to those in Interaction Scripter .NETClient (sometimes called the Dialer client.)

2017 R3Create and edit directory entriesYou now have the ability to create, edit and delete directory entries.

Note: When you have the appropriate rights, as in the IC Private Contacts directory, you can insert and delete directoryentries. You need the Directory Administrator Security right to edit public directories belonging to other users. You cannotedit Company Directory entries. Some additional conditions apply when you want to add, edit or delete contacts in a privatedirectory. For more information, see Working with Directories.

Create Speed Dial viewsYou can now create Speed Dial views from inside Interaction Connect. You can share these views with other CIC users or keepthem private. For views you make Public, you also determine if other users can add, change or delete entries or even renamethe Speed Dial view.

Note: CIC does not support LDAP data sources for General Directories or Speed Dial directories in the current InteractionConnect release.

CampCamp is a function that can watch another user’s status and alert you when that status changes. When another CIC client userin your organization is currently unable to take your call, you can camp on that person’s extension until that person becomesavailable.

Faxes

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A new Fax view is available. It enables you to view PNG or PDF format faxes in your browser. You can sort and select the faxesappearing in this view. You can also download the fax file.

Note: You can download and view I3F format faxes in Interaction Fax. Or you can download TIF format faxes and view themin the default Windows application for TIF files.

Text MessagesACD-routed SMS text messages can appear in Interaction Connect as chats. You interact with these text messages exactly asyou would any other chat.

VoicemailA new Voicemail view is available. It enables you to view and play voicemail messages. You can sort and select the messagesappearing in this view. You can also download the voicemail message file. The Voicemail view automatically refreshes whenyou receive a new voicemail message. A new Voicemail Message Waiting Indicator (MWI) appears when you have unheardvoice mail messages.

2017 R2Advanced Dialing OptionsThe Advanced Dialing Options dialog box now has a Call History drop-down list that enables you to select a recently-dialednumber.

Web-Based PhoneThe Web-Based Phone feature enables Interaction Connect user to use a web browser on a PC as a SIP telephone usingWebRTC as the communication protocol. The Web-Based Phone eliminates the need to distribute, install, and configure aphysical IP telephone for each agent or user, or to install a SIP soft phone application on PCs.

Note: The Web-Based Phone requires CIC 2017 R3 for PureConnect Cloud.

Co-BrowseThe new Co-browse and a new Co-browse widget in the My Interactions sidebar enables you to assist visitors to yourcompany's website. The visitor can show an agent the issue or question they have on a webpage. You can view the screen andinteract with the screen to point a website visitor to information or guide them in resolving an issue. The limits of yourmanipulation of the visitor's screen is at the visitor's discretion.

Requirements: Since this feature leverages PureCloud, your CIC administrator must enable the Genesys Cloud forPureConnect feature as outlined in the Genesys Cloud for PureConnect Administrator’s Guide. Co-browse is an advancedand billable feature and requires the paired PureCloud organization to be upgraded to Engage 3. Special pricing is availablefor existing CIC customers. PureCloud Administration is required to give co-browse permission to users. The co-browsefeature is not available in Interaction Connect until your PureCloud administrator assigns you the appropriate Co-browsepermissions.

Email on behalf of a workgroupYou can start an email interaction on behalf of a workgroup. When you start this interaction, you are prompted to select aworkgroup and outbound mailbox. This outbound email interaction can be included in Customer Interaction Center reports andstatistics. Additionally, as an interaction, it could be processed by any custom email handlers in your Customer InteractionCenter installation.

Personal ResponsesYou can create your own responses, organize them in categories, and store them in a personal Response Management library.Search for and use these personal responses in interactions.

Requirements: The Response Management Editor is available to Interaction Connect users only if you have 2017 R2 orlater CIC server. For other requirements, see Working with Response Management

2017 R1Workgroup StatisticsThree new views enable you to view live statistical data for selected workgroup queues. If you have the appropriate rights, youcan add the Workgroup Statistics view, Workgroup Overview, and Agent Overview to Interaction Connect. The WorkgroupStatistics view enables you to view basic statistics and can help you monitor your performance and compare it to that of a

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selected workgroup. The Workgroup Overview enables you to view live statistical data for a selected workgroup in an efficientand highly visual format. The Agent Overview shows the activity of an agent within a selected workgroup.

Status Summary icon tooltipTooltips for Status Summary icons now display Status Notes and Until Date and Time if available.

Response Management shortcuts and alternate languages.To use Response Management shortcuts with certain alternate languages in Windows, such as Chinese Simplified PRC, you cannow press Ctrl+Alt+Space instead of pressing Ctrl+Space. For some alternate languages, Ctrl+Space changes the languagesetting.

2016 R4Enhanced Password RequirementsYour CIC administrator has new Password Policy options that may require you to use a minimum number of upper and lowercase letters, numbers and even special characters in your CIC password. New Password Policy restrictions can also preventyou from using your phone extension or the reverse of your phone extension as a CIC password.

New ways to insert images in Email replies.You can drag and drop an image into an HTML email reply in any browser where you are using Interaction Connect. You canalso cut and paste images from the Windows clipboard in all browsers except for Internet Explorer 10 and Safari which do notsupport this feature.

Genesys Cloud for PureConnectPureCloud is a cloud collaboration, communications, and customer engagement platform that takes full advantage of thedistributed nature of the cloud.If your CIC administrator enables Genesys Cloud for PureConnect, you can experience the collaborative features of PureCloud.Genesys Cloud for PureConnect brings users together in a single environment that allows for seamless communicationbetween CIC and PureCloud users by automatically synchronizing CIC and PureCloud user information.

2016 R3Dial on Behalf of a WorkgroupYou can associate an outbound call with your workgroup. Primarily used for administrative and reporting purposes, this featureenables the call to count towards an agent’s and the workgroup’s statistics.

Drag and Drop configurationAfter you drag and drop a call to create a conference, a confirmation dialog box may appear asking you if you are sure you wantto create this conference. If you have the appropriate rights, you can turn off these confirmation dialog boxes by clearing theConfirm drag and drop operations check box in the General node of the Application Settings dialog box.

PureCloud for CICIf your CIC administrator enables Genesys Cloud for PureConnect, you can experience the collaborative features of PureCloud.Genesys Cloud for PureConnect brings users together in a single environment that allows for seamless communicationbetween CIC and PureCloud users by automatically synchronizing CIC and PureCloud user information.

Secure Pause a RecordingYou can use Secure Pause to avoid recording sensitive information, such as a Social Security number or credit card number,during a call.

Snippet RecordingsIf you have the appropriate license and rights, you can use the new Snip button to create SASF (Secure Authenticated StreamFormat) interaction recordings that are stored in the CIC database. For more information about the difference between Ad hocand Snippet recordings, see Recording Types.

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Note: Snippet recordings of email interactions are available only if your CIC administrator separately enables this feature.Snippet recordings of email interactions are not available by default.

Wrap-Up codesYou can assign Wrap-Up codes to interactions associated with a workgroup queue. Your CIC administrator can generatereports to categorize call details by Wrap-Up codes.

2016 R2EmailYou can use the CIC client to read and respond to ACD-routed email messages. An ACD-routed email message is sent to amailbox associated with a workgroup. This message is then routed to the workgroup members as an interaction.A new Email configuration option controls whether inline images and other linked content appear in incoming email messages.Depending on the browser you use for the CIC client and type of audio file, you can click a Play button to hear audio filesattached to an incoming email message.

Response ManagementYou can use stored responses, such as answers to Frequently-Asked-Questions, to handle interactions more quickly.

Status Summary icon tooltipsPoint to an icon in a directory's Status Summary column to display a tooltip that explains its meaning.

2016 R1Add-in ArchitectureInteraction Connect's new add-in architecture enables your in-house developers to add custom features to the CIC client.

Initiate an intercom chatYou can chat with other CIC client users. In previous releases, you could participate in intercom chats if invited by another CICclient user, now you can initiate a chat with another CIC client user on the same CIC server.

Logon page with DOD/JITC authenticationDepartment of Defense employees can use Common Access Cards (CAC) to log on to the CIC client.

2015 R4Account CodesYou can assign Account codes to interactions. Account codes are useful for organizing interactions by customer for billingpurposes. Some configuration is required.

Additional DirectoriesYou can display Speed Dial, General, Station Group, Workgroup, and Workgroup and Attendant Profile directories.

Client MemosCIC administrators can create client memos to communicate with CIC client users. These memos can appear as desktop pop-ups and notifications.

Request AssistanceYou can chat with your supervisor when you request assistance with an interaction.

Save LogsIf you experience a problem, you can generate a CIC client log file, attach it to an email message and send it your CIC supportrepresentative.

2015 R3CallbacksCallbacks are now a supported interaction type in Interaction Connect. Using the Callback feature, visitors to your company’swebsite can leave a request for an agent to call them back. CIC routes the request as a callback interaction and it appears in

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the appropriate queue.

2015 R2Interaction Connect GA release.

Related TopicsAdd-in ArchitectureAssign Codes to an Outgoing InteractionCamp on an Internal ExtensionCo-browseCreate Personal ResponsesCreate a Speed Dial ViewDial on Behalf of a WorkgroupDisplay the Workgroup and Profiles ViewEmail ConfigurationGenesys Cloud for PureConnectInitiate a Chat SessionPersonal Prompts OptionsRequest Assistance from Your SupervisorSave LogsSingle Sign OnStart an Email InteractionSupervisor Client MemosUnderstanding Account CodesUnderstanding Wrap-Up CodesUse the Voicemail ViewUse a Response ShortcutWeb-Based PhoneWorkgroup OverviewWorkgroup Statistics ViewWorking with Callback RequestsWorking with Email MessagesWorking with DirectoriesWorking with Other DirectoriesWorking with Response ManagementWorking with Text Messages

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Save LogsNote: Your CIC administrator can set a server parameter in Interaction Administrator that can hide the Save Logs command.Contact your CIC administrator for details.

If you experience a problem, you can generate a CIC client log file, attach it to an email message and send it your CIC supportrepresentative.1. Open the menu and select Save Logs.

Result: The CIC client generates a log file named inin-logs.txt and places it in your Windows downloads directory. Itappends a number to the log file name if you created this file previously.

2. In your Windows downloads directory, right-click the file and select Send to > Mail recipient.Result: A new email message window opens in your default email program. The selected log file is attached to the message.

Note: Windows 10 doesn't have the Send to option until you create a MAPI file. You can attach the inin-logs.txt file to anemail to your Genesys Customer Care representative or other designated person.

3. Supply any other useful information or comments in the email message.4. Address the message to your Genesys support representative or other designated person and click Send.

Note: Contact your PureConnect administrator for the email address for all of your company’s problem reports.

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Genesys Cloud for PureConnect featuresPureCloud for PureConnect is a cloud collaboration, communications, and customer engagement platform that takes full advantageof the distributed nature of the cloud.

If your CIC administrator enables Genesys Cloud for PureConnect, you can experience the collaborative features of PureCloud.Genesys Cloud for PureConnect brings users together in a single environment that allows for seamless communication betweenPureConnect and PureCloud users by automatically synchronizing user information.

The Collaborate button enables you to access PureCloud in a browser and chat with PureCloud users or share files. You can searchfor individuals and groups in your organization. You can also complete your PureCloud profile.

Related TopicsPureCloud

PureCloudHere are a few things you can do in PureCloud:

Profiles – Complete your profile – add contact information, photo, and so on. Set your status.Search – Search for individuals and groups in your organizationChat – Send messages to individuals and groupsHierarchy views – Browse the structure of your organizationDocuments – Store, organize, and share files with other users

If your CIC administrator enabled Genesys Cloud for PureConnect, a Collaborate button appears in the CIC client.

Click the Collaborate button.

PureCloud appears in a new browser tab. You log on automatically to PureCloud.

Tip: If a splash screen appears, double-click Collaborate/Communicate.

For more information about using PureCloud, click the Help button on any page or go to the PureCloud Resource center athttps://help.mypurecloud.com/articles/purecloud-collaborate-features/. The Resource Center contains help topics and also enablesyou to access articles, videos, FAQs, and more. It is the home of all PureCloud instructional and educational information about themany features in Genesys PureCloud.

Start PureCloud

Use PureCloud

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Accessibility EnhancementsInteraction Connect includes accessibility enhancements based on WCAG 2.0 (Web Content Accessibility Guidelines). Theenhancements include screen reader support, keyboard navigation, and a new Command Palette for command shortcuts. For thevisually impaired, there are improved contrast ratios for text and links and support for content resizing up to 200 percent.

Requirements: To enable users to use the keyboard to create conference calls and conference chats, the PureConnectadministrator must set the accessibilityMode Optional General Server Parameter to True. Also, when set to True, a messagebox appears in Interaction Connect if search results are null in Call History or the Company Directory. Button labels appear inbold text. Interaction Connect users can elect to use accessibility enhancements for the visually impaired by enablingAccessibility Mode.

Getting StartedTo use the accessibility enhancements:

Start the screen reader before starting Interaction Connect.

Requirements: JAWS is the only currently supported screen reader. It is a licensed application.

To enable Accessibility Mode, select Enable accessibility mode in the Application Settings Features page.

For more information about accessibility features, see:Screen ReaderAccessibility ModeAccess KeysCommand PaletteNavigation BarKeyboard NavigationMy Interactions ShortcutsSet Status in Accessibility ModeCreate a Conference Call in Accessibility ModeCreate a Conference Chat in Accessibility ModeLegibility

Screen ReaderThe screen reader describes the currently focused element like a selected interaction or toolbar button. Every time you press Tab tochange your focus, the screen reader tells you what your focus is.

The screen reader also reads out messages, alerts, and other notifications. It describes required actions like "Type password" andmakes a loading sound when you Save Logs.

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Accessibility ModeAccessibility Mode is an on or off switch for features tailored for the visually impaired.

When you enable Accessibility Mode:Use the Conference button or the Command Palette to create conference calls and conference chats. For more information,see Create a Conference Call in Accessibility Mode and Create a Conference Chat in Accessibility Mode.Use the right and left arrow keys to move from cell to cell in My Interactions and in a table view like the Company Directory.A high contrast border appears for the currently selected cell in a table.-In the Company Directory, Logged In and Logged Out icons appear in high contrast colors.

In the Company Directory, command button highlights change depending if you tab over, select, or hover.

For screen reader users, it reads the content of the currently selected cell. When this option is off, screen readers read thecontents of each cell in the row.

To enable or disable Accessibility Mode:Press Alt+ Shift+A.In the Navigation Bar, select Jump To. Use the Down arrow key to select Accessibility Settings and press Enter. Then in theApplications Settings dialog box, click Features. Select or clear the Enable accessibility mode check box. Click Save Settings.

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Access KeysBrowser access keys enable you to shift focus to a specific part of the Interaction Connect interface.

Note: Access key combinations can vary according to which browser you use. For a general description of access keys andtheir uses, see https://cchealth.org/help/access-keys.php.

Use the same access keys to turn Accessibility Mode on or off:Press Alt+ Shift+A.

PureConnect not only reads alerts but automatically shifts focus to the alert.To focus on the alert, Chrome and Internet Explorer users press Alt + N.Firefox users press Alt+Shift+N.

Note: This access key combination applies to alerts appearing inside the browser. It does not apply to Desktop Alertsappearing on your Windows desktop. This access key combination is browser-dependent, like the access keys for ClientMemos.

The Command Palette gives you context-sensitive keyboard access to common commands.In Windows, press Ctrl+. (period)In Mac OS, press Command+. (period)

Client memos appear in the Notification area. This area is either the top or lower side of the Interaction Connect interface,depending on your browser. The keys for shifting focus are also browser-dependent, like the access keys for Client Memos.

To shift focus to a client memo:Chrome and Internet Explorer users press Alt+C.Firefox users press Alt+Shift+C.

Accessibility Mode

Alerts

Command Palette

Client Memos

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Command PaletteTo avoid conflicts with browser access key combinations already used by your browser, Interaction Connect includes a commandpalette. The command palette gives you keyboard access to common commands like Pickup or Dial.

The command palette is context-sensitive. It provides commands appropriate to your current focus and user rights. For example, ifyou select a Company Directory contact, the command palette includes the Dial command for dialing the contact's phone number.

Note: The Command Palette always includes My Interactions specific commands, regardless of your focus.

To use the Command Palette:1. To display the Command Palette, do one of the following:

In Windows, press Ctrl+. (period)In Mac OS, press Command+. (period)

2. Begin typing the name of the command.A list of matching and applicable commands appears. Search results include context like the name of a selected contact.Search results always include matching commands from My Interactions, regardless of your current focus.

3. To select the appropriate command, use the down and up arrow keys and press Enter.

Navigation BarThe Navigation Bar provides access to accessibility help; and the command palette.

To display the Navigation Bar:Select your browser's address bar and press Tab.Press Tab or Shift+Tab until the navigation bar appears.

To use the Jump To options:1. Display the Navigation Bar.

Jump To is selected by default.2. To select Accessibility Help, Command Palette Help, or Accessibility Settings, use the Up and Down arrow keys.3. Press Enter.

Keyboard Navigation

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Every function is available by means of the keyboard. Outlines and color contrast indicate keyboard focus.

To navigate from one view tab to another, do one of the following:To move to the next view tab, press Ctrl+Shift+.(period); that is Ctrl+>.To move to the previous view tab, press Ctrl+Shift+,(comma); that is Ctrl+<.

Note: Continuously pressing these keys cycles through the displayed views. JAWS announces the names of the highlightedtabs and prompts you to press Spacebar or Enter to display the view.

Or to navigate from view to view and within a view, press Tab or Shift+Tab.Navigation within a view includes both the view contents and toolbar buttons.To move inside a selected view (activate the view), press Spacebar.

To move from row to row in grid-based views like the Company Directory, use the Up and Down arrow keys.If you enable Accessibility Mode, to move from cell to cell within a row use Tab, Shift+Tab, or the Right and Left arrow keys.To sort by the contents of the currently selected column in views with column headings, press Spacebar or Enter.

Use the Up and Down arrows to select a setting type in the left side panel. Press Spacebar or Enter to move to the right-sidesettings panel. Focus moves to the first element in the panel. Use Tab to move to the elements in the panel.

Focus switches automatically to the Current Interaction view when you pick up a Callback interaction. Until you pick up a Callbackinteraction, the focus is on the Pickup button.

Views

Grid-based Views

Application Settings

Callbacks

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When you work with Chat messages in the Current Interaction view, you can tab to the Qoute icon (reply). This icon is highlighted onhover or select. JAWS reads out a "Do you want to reply to this message?" prompt.

You can tab to the various elements of an email message in the Current Interaction view when composing a reply and then tab tothe Send button. JAWS reads out all elements of an email message except for the body of the message. When viewing a sent orreceived email message, you can tab to the subject and address fields.

When you configure personal prompts, use the Up and Down arrows to select Personal Prompts. Press Spacebar or Enter to moveto the right-side settings panel. Focus moves to the first element in the panel. Use Tab to move to the to the options for each typeof prompt. For more information, see Personal Prompts.

Chats

Email messages

Personal Prompts

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Use Tab to navigate to all the fields and controls in the Advanced Dialing Options and Transfer dialog boxes. JAWS also reads outthe contents of all fields.

Transfer interactions

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My Interactions ShortcutsThe following keyboard shortcuts are available only when My Interactions is your selected view. To use the corresponding action,the selected interaction must be in the correct state and you must have the appropriate rights.

Most of these shortcuts correspond to buttons on the My Interactions toolbar. For more information, see Queue Control ToolbarButtons.

Click an action name for a description of the corresponding button or its function and requirements.

Function Shortcut

Coach an Interaction Alt+O

Transfer a Call After Consulting the Recipient Alt+C

Associate an Interaction to a Contact Alt+A

Disconnect the current interaction Alt+X

Hold Alt+H

Join an Interaction Alt+J

Journey Map Ctrl+Alt+J

Listen to a Call Alt+L

Mute Alt+U

Pause Recording Alt+G

Pickup Alt+P

Private Alt+I

Quick Add a Contact Alt+Q

Record Alt+R

Secure Pause a RecordingCtrl+Alt+G

Remove a Disconnect Interaction from Queue Ctrl+Alt+R

Transfer Alt+T

Voicemail Alt+M

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Set Status in Accessibility ModeInteraction Connect has a My Status section that enables you to set your current status, monitor time in current status, configureand use Fast Status buttons, view or specify status details and set your workgroup activation status.

Status controls the announcement of your availability to people who call you. When your status is one of the "do not disturb"statuses, callers hear your status, such as "Bob Jones is out of town." Then they are directed to your voice mail to leave amessage. Other PureConnect client users can view your status in Status column of the Company Directory.

To set your status from the My Status drop down list:1. Display the Command Palette by doing one of the following:

In Windows, press Ctrl+. (period)In Mac OS, press Command+. (period)

2. Begin typing Change Status or Status.A list of matching and applicable commands appears. Use the down arrow key to select Change Status.

3. To open the Status drop down list, press Enter.

Tip: Do not use the Down arrow key to open the list of available statuses. This removes Available from the list ofselectable statuses.

4. Type a status name or use the Up or Down arrow keys to select a status and press Enter.5. If needed, press Tab to Set Status Details and enter Status Notes, Forward Number, and Until Date and Time.

You can designate selected statuses as favorites. Favorite statuses appear as Fast Status buttons in the My Status section. Click aFast Status button to set your status to one of you pre-selected favorites.

To add a Fast Status button:1. Set your status. Keep your cursor in the My Status control.

2. Press Ctrl+Alt+T to make your current status a favorite status.A fast status button appears for your currently selected status.

Fast Status Buttons

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Create a Conference Call in Accessibility ModeRequirements: Enable Accessibility Mode in PureConnect. Also, your PureConnect administrator must set the accessibilityModeServer Parameter to True.

You can use the keyboard to create a conference call only when in Accessibility Mode. The Conference button is available only inAccessibility Mode.

To create a conference call using the keyboard:1. Place a call.2. Place another call. The previous call is placed on hold.3. Repeat step 2 for each participant.4. Select one of the calls you want to conference.5. Do one of the following:

Click the Conference button.Open the Command Palette by doing one of the following, then search for Conference. Use the down arrow key to selectConference currently selected interaction (My Interactions). Press Enter.

In Windows, press Ctrl+. (period)In Mac OS, press Command+. (period)

6. In the Create Conference dialog, press Tab to select the call you want, then press Space.

7. To create the conference, tab to the Conference button and press Enter.8. To confirm you want to conference the selected interactions, in the Conference Interactions dialog, tab to the Conference

button and press Enter.

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Create a Conference Chat in Accessibility Mode

Requirements: Enable Accessibility Mode in PureConnect. Also, your PureConnect administrator must set theaccessibilityMode Server Parameter to True.

You can use the keyboard to create a conference chat only when in Accessibility Mode. The Conference button is available only inAccessibility Mode.

To create a conference chat using the keyboard:1. Initiate a chat session or pickup a Chat interaction.2. Repeat step 1 for a each chat participant.3. Select one of the chat interactions you want to conference.4. Do one of the following:

Click the Conference button.Open the Command Palette by doing one of the following, then search for Conference. Use the down arrow key to selectConference currently selected interaction (My Interactions). Press Enter.

In Windows, press Ctrl+. (period)In Mac OS, press Command+. (period)

6. In the Create Conference dialog, press Tab to select the chat or you want, then press Space.7. To create the conference, tab to the Conference button and press Enter.8. To confirm you want to conference the selected interactions, in the Conference Interactions dialog, tab to the Conference

button and press Enter.

LegibilityInteraction Connect features enhanced text and color contrast ratios based on WCAG 2.0 (Web Content Accessibility Guidelines).Improvements include borders or outlines around input fields, selected toolbar buttons, search fields, and the selected cell in atable view.

You can use your browser's Zoom feature to resize Interaction Connect interface up to 200 percent. Use the keyboard for verticaland horizontal scrolling when needed after resizing. Scrolling in two dimensions (vertically and horizontally) is minimized oreliminated where possible.

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Starting and ExitingThis section provides links to information on how to log on, log off, and exit the CIC client. It also contains links to details aboutrunning the CIC client remotely.

Auto ReconnectChange Your PasswordChanging StationExitingLanguage SettingLogging OnLog on with a web-based phoneLogging On RemotelyLogging OffPrivate ModeRemote Station TypesRunning the CIC client from a Remote LocationSingle Sign OnStationless Logon

Private ModeRunning Interaction Connect in a browser's "private" mode is not supported or recommended. Private mode typically disablesbrowsing history and the web cache. In some instances, it prevents Interaction Connect from running at all.

"Private" mode has different names, depending on the browser: for example, Chrome Incognito mode, Internet Explorer InPrivateBrowsing, and Firefox or Safari Private Browsing.

Related TopicsStarting and Exiting

Logging On

Requirements: You need the Logon Stations Access Control right to a specific station to be able to log on to it.

Warning: Interaction Connect is an ICWS-based application. If you also use an IceLib-based application like IC BusinessManager or your Interaction Connect system includes an IceLib-based application like a screen pop or third-party integration,you need to log on to Interaction Connect before logging on to the IceLib-based application. Otherwise, Interaction Connectmay not be able to acquire the Client Access license it needs to function properly. You may not be able to add views for whichyou have rights or see default views like the Company Directory. If you experience this problem, contact your PureConnectadministrator or Genesys Customer Care.

You can log on to only one CIC client station at a time, for security reasons.If you log on to a different station, the system drops the original station connection. For example, if you try to run InteractionConnect at the same time you are running Interaction Desktop on a different station, CIC drops the original connection. Youreceive a message at the original station stating "Your connection has been dropped due to a subsequent logon to a differentstation."If two different users try to log on to the same station from two different computers, the first user connects, the seconddoesn't.You can run multiple instances of Interaction Connect on the same machine using different user credentials and the samestation. You can run multiple instances only in independently started browser windows. You cannot run multiple instances ofInteraction Connect in different tabs of the same browser window or in a new browser window created from an existing browserwindow.

Administrative, supervisor, IPA, Optimizer, Social Media, and other features are available without a station in Interaction Connect.Interaction Connect hides or disables features that require a station when you log on without selecting a station.

Stationless Logon

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Tip: To log on without a station, select Another Station and then choose No Station as your Station Type.

At several points in this log on process, you can select a check box that saves your selections. Saving your settings you to skipsteps when logging on in the future. After you log on, you can adjust these automatic logon settings in the Connection page of theApplications Settings dialog box. And if you are using the web-based phone, you can change your microphone and speakerselections in the Web-Based Phone page of the Applications Settings dialog box.

Tip: If your CIC administrator has enabled Single Sign On and you select the Always use this server check box, you log back inautomatically anytime you don't log off Interaction Connect but just close and reopen your browser.

To log on to Interaction Connect:1. Point your browser to the logon page.

Tip: Your CIC administrator can supply the URL for the logon page. If you have questions about any of the required entries,click the Help link in the Application bar.

2. If your organization uses more than one CIC server, you can choose a server:

Note: You choose a CIC server at your initial logon, even if there is only one available. The logon process checks that theselected CIC server meets supported version requirements.

a. If available, in the logon page, in the Application Bar, click the name of the currently selected server.

b. In the Choose Your Interaction Center Server dialog box, do one of the following:

If available, select a server from the Server drop-down list.

Type the name of the appropriate CIC server in the Server text box.

c. Click Choose Server.3. Optionally, change the language used in the interface. In the Application bar, click the name of the currently selected language

and select a different language.

Save your settings

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Note: This option is available only if your CIC administrator installs optional language packs on the CIC server. Also, yourbrowser's language setting controls the formats used for dates, times, currency, and numbers.

4. If your CIC administrator has enabled Single Sign On, in the Log on With dialog box, do one of the following:

Click Windows Authentication to use your Windows user ID and password to log on.Click Interaction Center Authentication to use your CIC user name and password to log on.Click the button for the alternate Identity Provider configured by your CIC administrator.

Note: The Log on With dialog box is available only if you can use more than one type of credentials to log on.

5. Enter the appropriate log on credentials by doing one of the following:

If you selected Interaction Center Authentication, enter your CIC User ID and Password as configured in InteractionAdministrator. Click Log On.

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Note: You also see this dialog box if your CIC administrator has not enabled Single Sign On or you have a CIC 2015 R1server.

If you selected Windows Authentication, enter your Windows user name and password. Click Sign In.

Note: This dialog box does not appear, if your CIC administrator configures your browser to enable Windows credentialsto automatically pass to the CIC server. Also, the appearance of this dialog box varies according to the browser you use.

If you selected another Identity Provider in the Log on With dialog box, follow your CIC administrator's instructions forentering credentials and logging on.

6. In the Choose a Station dialog box, do one of the following, and then click Choose Station:

If the CIC administrator defined a default workstation for you, you can select it and click Choose Station.

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Or, select Another Station, complete the required details, and then click Choose Station.

Station Type

In the Workstation drop-down list, select the type of station you are using to run the CIC client.Select Workstation if you use a computer and telephone connected by means of a telecom outlet (SIP or analog phone) to theCIC server.Select Remote Workstation if you work from a "known" single remote location using a single phone number for all calls to theagent’s extension. For more information, see Configured Remote Stations.

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Select Remote Number if you work from an Ad hoc remote location using a single phone number for all calls to the agent’sextension. For more information, see Dynamic Remote Client Connections.

Select Web-Based Phone if your CIC administrator has enabled this feature and set it up for you. For more information, seeWeb-Based Phone.Select No Station, if you are handling only interactions that do not require a station (like chats and emails) or if you require onlythe administrative and supervisor features in Interaction Connect. For more information, see Stationless Logon.

Do one of the following:If your station type is Workstation or Remote Workstation, enter the name of the workstation in the Workstation text box.If your station type is Remote Number, then enter the telephone number that CIC uses to call you in the Remote Number textbox.If your station type is Web-Based Phone, make a selection from the Microphone and Speaker drop-down lists.

If your station type is Remote Number, do one of the following:To keep the connection to the CIC server active from the first time you require a voice connection to the CIC server untilyou log off, select the Persistent check box.To end the connection to the CIC server when either side disconnects for any reason, clear the Persistent check box.

Persistent connection

Requirements: You need the Persistent Connections Security Right to select a persistent connection when you areusing a Dynamic Remote Client Connection. You cannot use a Persistent Connect when you use a Web-Based Phone.

If you are using a Configured Remote Station, the Interaction Station Connections are Persistent setting in InteractionAdministrator Station Configuration controls whether you have a persistent connection.

Note: If you do not have the appropriate Security Right or station configuration, you can still log on after selectingPersistent. However, the CIC server ignores your request to establish a persistent connection.

Example: The first time a remote agent receives a call or requires a voice connection to the CIC server, CIC calls the agentat the phone number entered in Remote Number. From that point on, you can keep the telephone’s handset off-hook and usethe CIC client to pick up, disconnect, or listen to calls. If you hang up between calls, CIC must redial the Remote Numberand wait for you to answer before completing the operation.

Explanation: When you select Persistent, the call to your remote phone stays connected (an open line to the CIC server). Ifyou leave the remote phone off-hook, and disconnect by means of the CIC client, the CIC server does not have to create anew call and dial your remote phone again. It just connects the audio path to the new caller.

Note: Usually this preferred setting prevents excessive long-distance charges and keeps lines free.

Related TopicsChange Your PasswordWeb-Based PhoneChange your Web-Based Phone settingsLanguage SettingRemote Station TypesRunning the CIC client from a Remote LocationSingle Sign OnStationless Logon

Logging On RemotelyThe procedure for logging on remotely is the same as logging on to the CIC client from an office workstation. See the instructionsin Logging On, paying particular attention to Station Type, Remote Number, and Persistent settings.

Related TopicsRemote Station TypesRunning the CIC client from a Remote Location

Running the CIC client from a Remote Location56

You can run the CIC client from a remote location. This means that users at home or on the road can receive regular and ACD-routed incoming interactions, and use all the other CIC client features.

The CIC server automatically alerts the remote workstation and rings the remote telephone, assuming the station is configured inInteraction Administrator always to ring the telephone. To answer a call, the remote agent can simply pick up the handset toconnect to the call. Once the phone is off hook and connected to the CIC server with a persistent connection, the remote agent candial directly from the phone keypad or from the CIC client.

Answer Calls

Once the CIC client starts and the agent’s status is available, incoming calls alert only on the workstation. The agent’s telephonedoes not ring at the same time the call alerts the CIC client. The first time CIC sends a call to an available remote agent may bedifferent from subsequent calls, depending on how the agent ends the first call.

To answer the first call from CIC after logging on:1. Select the alerting call and click the Pickup button.

2. When the telephone rings, pick up the handset to speak; CIC immediately connects the call.

3. When the call is over, do one of the following:

Click the Disconnect button and keep the handset off-hook. CIC automatically keeps a persistent connection to remoteagents, which means as soon as you click the Pickup button on subsequent calls, the call is connected immediatelywithout waiting for the phone to ring.When the call is over, hang up the handset. In this case, CIC must re-dial the remote number to complete subsequent calls.

Remote agents who are taking campaign calls from Interaction Dialer must not hang up the handset between calls to avoid delaystalking to the called party. Remote ACD agents should also keep the handset off-hook after the first call from CIC, especially if theagent is configured to automatically connect to incoming calls (the calls are connected to available agents without the agentclicking the Pickup button).

Make Calls

Once the CIC client starts, remote agents can place any call they are authorized to dial. The CIC server dials the agent’s number andthen dials the destination number. As soon as the dialed number starts alerting, it simultaneously places a call to the agent’stelephone.

To make a call:1. Enter or select a phone number in the CIC client and click the Make Call button.

Result: CIC dials the agent then the number, and if it completes the call, it immediately connects it to the remote agent’stelephone number.

2. Do one of the following:

If the handset is on-hook, when the telephone rings, pick up the handset to speak; CIC immediately connects the call.If the handset is off-hook, listen for the called party to answer.

3. When the call is over, do one of the following:

Click the Disconnect button and keep the handset off-hook. CIC automatically keeps a persistent connection (based on thislogon setting) to remote agents which means the agent can make multiple calls without hanging up the handset, and thecalls are connected immediately without waiting for the phone to ring.When the call is over, hang up the handset. In this case, CIC must re-dial the remote number to complete subsequent calls.

CIC detects when it needs to call a remote agent’s telephone vs. when it already has a (persistent) voice connection to a remoteagent. If you selected Persistent when you logged on, or if the Remote Station configuration requires it, CIC keeps the connectionopen once you establish it.

For example, the first time a remote agent receives a call or performs any operation that requires a voice connection to the CIC

Answer and Make Calls

Keep a Persistent Connection to the CIC server

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server, CIC calls the agent at the phone number given on the agent’s Logon dialog box. From that point on, the agent can keep thetelephone’s handset off-hook and use the CIC client interface to pick up, disconnect, and listen to calls or to record prompts. Withthe voice connection already established, these operations are instantaneous. If the agent hangs up between calls, CIC must re-dialthe agent’s telephone and wait for the agent to answer before completing the operation.

Note: If the CIC server is ever restarted or switches to a backup server while a remote agent is on a call, the current call may bedisconnected.

Related TopicsLogging OnRemote Station TypesSwitchover

Remote Station TypesCustomer Interaction Center supports two types of remote stations: dynamic and configured (static). Each type of remote stationconnection serves a slightly different purpose, depending on the needs of the call center and of the remote agent. Both provide thesame full functionality of the CIC client.

Requirements: In order to use a dynamic station, you need the appropriate rights. The Persistent Connections Security Rightenables you to select a persistent connection when you are using a Dynamic Remote Client Connection. The User-definedTelephone Number on Remote Logon Security right enables you to enter a new Remote Number when logging on.

Note: When using a Dynamic Remote Client Connection, you must select Remote Number as the Station Type when logging onto the CIC client.

Dynamic remote stations enable traveling agents to connect to the CIC server and place or receive calls from any remote location.This provides maximum flexibility for agents who may need to work from Ad hoc locations and phone numbers. When such aremote agent starts the CIC client and logs in to the CIC server, the agent may enter a phone number (e.g., desk phone or cellphone) to which the CIC server routes calls for that agent.

Dynamic remote stations do not have predefined station names configured in Interaction Administrator – the telephone numbergiven when the agent starts the CIC client and logs in to the CIC server is the remote station. The CIC server detects that user islogged on and routes calls for that user’s extension to the remote phone number.

Requirements: You need the User-defined Telephone Number on Remote Logon Security right to use a configured remotestation and specify a different remote phone number when logging on to the CIC client.

This option is usually selected by default for all users. If this option is not selected, the configured remote station user’sremote phone number is fixed in the Remote Station Configuration dialog in Interaction Administrator.

Note: When using a Configured Remote Station, you must select Remote Workstation as the Station Type when logging on tothe CIC client.

Configured remote stations are defined in Interaction Administrator as a “Remote Station” type of workstation with a single remotephone number for all calls to the remote agent’s extension. Configured remote stations ensure that the remote agent alwaysconnects to the CIC server using the same remote phone number, unless the CIC administrator changes it, or unless that user hasbeen granted the right to change the number dynamically. Some call centers may prefer this approach, to ensure remote agents areworking from the prescribed location, and with the option of granting flexibility to those who need it.

The remote station name can be the same as the remote agent’s computer name, or it can be another name. The CIC administratoris responsible for creating these Remote Station workstations and or educating the remote agent on how to use the CIC client(remote) Logon dialog to enter the station name.

Dynamic Remote Client Connections (Remote Number)

Configured Remote Stations (Remote Workstation)

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Remote agents who use a SIP-enabled device or IP phone to receive calls from the CIC server are not classified as either dynamicor configured “remote stations.” This is because SIP devices/phones connect directly to the CIC server via an IP-based networkconnection. Distance or location with a SIP device/phone has nothing to do with its classification as a “remote” station.

Each SIP device/phone is configured as a “local” Workstation type of station in Interaction Administrator, with the Connection Typeof “SIP” (instead of a Connection Type of “Line” for analog phone Workstations). The configuration specifies the SIP address of thecomputer, which must be on the same domain or trusted domain as the CIC server. Some “remote” agents with SIP devices/phonesmay use a Virtual Private Network (VPN) connection over the internet to connect to the domain and to run the CIC client and log onto the CIC server. In any case, these stations are treated as local workstations by the CIC server.

Even though dynamic remote stations are not configured in Interaction Administrator, each dynamic station connection is countedtoward the total number of station licenses "in use" on your CIC server. The number of current dynamic station connections isadded to the number of configured stations (i.e., Remote Stations, Workstations, Stand-alone phones) that are Active to calculatethe total number of active stations. If a remote agent attempts to start the CIC client and log on to the CIC server when the totalnumber of station licenses are in use, that agent is not able to connect, and he or she sees an error message indicating that nostations are available. An error message is logged on the Event Log on the CIC server as well.

Related TopicsRunning the CIC client from a Remote LocationLogging On

SIP Stations are not Remote

Remote Station Licenses

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Logging OffYou can log off by opening the menu and clicking Log Off.

This returns you to the Logon page and does not close the browser window. Click Return to Log On to log back on to InteractionConnect.

Note: When you log off the client, your non-ACD (Automatic Communication Distribution) calls ring on your telephone if thestation associated with the telephone is set up as your default workstation in Interaction Administrator. Otherwise, the systemannounces to callers that you are not available.

Related TopicsExitingLogging On

ExitingTo exit the CIC client:

Click the X in the upper-right corner of the browser window or on the browser tab.

Related TopicsLogging Off

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Auto ReconnectIf the CIC client loses the connection to the web server, it automatically attempts to re-establish the connection. If Auto Reconnectis not successful, contact your CIC administrator.

Related TopicsSwitchover

Change Your PasswordIf your Customer Interaction Center password has expired, you see an "Expired Password" warning when you start the CIC client.Change your password immediately to log on and continue loading the CIC client. Failure to change your password after an "ExpiredPassword" warning causes the CIC client to exit.

Note: The Change Password dialog box enables you to change your CIC password. It does not apply to your Windowspassword. If you have forgotten your CIC password, contact your CIC administrator. Your CIC administrator can reset yourpassword in Interaction Administrator.

Your CIC administrator creates Password Policies in Interaction Administrator. The password policy that is assigned to youcontrols how often you must change your CIC password. It also determines minimum password length, how many uniquecharacters are required, whether sequential digits are allowed, how often you can reuse a password and other passwordrestrictions.

If your password is going to expire soon, a prompt appears periodically (usually once per day or on the next logon) asking if youwant to change your password now. If you select Yes, then the Change Password dialog box appears.

Note: You must have a valid CIC user ID and password to use the CIC client. This is required even if you use your Windows IDand password or other acceptable credentials to log on to the CIC client. For more information, see Single Sign On.

Tip: You do not need to wait until you are prompted to change your password. You can change your password at any time.

To change your password at any time:1. Open the Menu and click Change Password.

Result: The Change Password dialog box appears.

Password Policies

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2. In Old Password, enter your current CIC password.3. In New Password, enter your new CIC password.4. In Confirm New Password, type your new password again.5. Click Change Password.

Changing StationYou can change your CIC client station without having to log off and then log back on. You could change station between yourdesktop workstation and a configured remote station. If you are away from your desk, roaming the office or moving from oneremote location to another, using a remote station enables you to route calls to another phone. You could logon without a station(Stationless Logon) and use change station to acquire a station, if needed.

To change station:1. Open the menu and select Change Station.

2. In the Choose a Station dialog box, choose a station. For more information, see the instructions for choosing a station inLogging On.

3. Click Choose Station.

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Language SettingIf your CIC administrator has installed the appropriate Language Pack on the CIC server, you can select a language other thanEnglish for the Interaction Connect interface and help. The Change Language option is available when you log on to the CIC client.

Note: This setting is independent of the Microsoft Windows Regional and Language Options setting. Your browser's languagesetting controls the formats used for dates, times, currency and numbers.

Related TopicsLogging On

Single Sign OnSingle Sign On enables you to log on to the CIC client using credentials other than your CIC user name and password. Thesecredentials can be certified by any Identity Provider designated by your CIC administrator. Typically, you log on to your workstation,a network domain or some other secure system before you log on to the CIC client. This initial logon procedure prompts you for auser ID and password. These same credentials can then be used to log you on to CIC client automatically — without prompting youto enter the credentials again.

If your CIC administrator enables the Single Sign On feature, you can select which credentials to use in the Log On With dialog box.

Related TopicsLogging On

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Administrators and Supervisors

Configure a WidgetThe Widgets view enables you to create, configure and deploy widgets to your company's website.

Requirements: See Widgets.

Tip: To display the Widgets view, see Add or Close Views.

To create a widget:1. In the Widget view, click New.2. In the Create a Widget panel, type a Name for the widget.

3. Do one of the following:

To configure this widget, click Create. In the Widget configuration panel, complete and save the Widget configuration options.

To save the widget, but delay configuration, click the arrow on the Create button and select Create Without Configuring.

To edit a widget's configuration:1. In the Widgets view, click a Widget configuration name.

Result: The Widget configuration panel appears.2. Update selected configuration options in the Widget configuration panel and then click Save.

Related TopicsDeploy a Widget

Configure Account CodesAdministrators can create and configure Account Codes in Interaction Connect.

Requirements: You need the appropriate rights to both display the Account Code view and to configure account codes. SeeRequirements for Configuring Account Codes.

Tip: To display the Account Codes view, see Add or Close Views.

Account Codes view

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Account Codes view

1 AccountCodes

Toggle switch for enabling account codes. This makes Account Codes generally available for assignment tointeractions. Users must still meet the Requirements for Assigning Codes.

Note: The Account Codes toggle switch is visible only if you have the Master Administrator right,Administrator Access rights to all account codes, or Administrator Access to account codes in allAccess Control Groups. It is not visible if you have Administrator Access only to some account codes;for example, selected individual account codes or account codes in selected Access Control groups.

2 Help Click for Account Codes view help.

3 Toolbar New (Add), Edit, and Delete controls.

Note: The New button is enabled only if you have the Master Administrator right, Administrator Accessrights to all account codes, or Administrator Access to account codes in all Access Control Groups. TheNew button is disabled if you have rights to only some account codes.

4 Columnheadings

Sort the list by clicking the Account Code heading. Move columns by dragging and dropping column headings.For more information, see Customize Columns.

5 Search Search for account codes by code number or name.

6 ChooseColumns

Use the Choose Columns control to add or remove view columns.

7 AccountCodes

A list of currently configured account codes.

8 Pageddisplay

If you have more account codes than fit in the view, use the paging controls to scroll through the list.

9 Configurationpanel

A slide out panel for adding or editing account codes.

10 Help To display help for a selected field, point to this icon.

To configure Account Codes:1. Select the Account Codes view.

2. Do one of the following:

To add an account code, click New.To edit an account code, select the code and click Edit.To delete an account code, select the code and click Delete.

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Note: When you add or edit an account code, the slide out panel appears.

3. In the slide out panel, complete these fields:

Code An account code is a set of numbers zero through 9 (up to a maximum of 50 digits). Thesenumbers are associated with the account name.

Note: Account codes with leading zeros appear first in reports. For example, PureConnectsorts account numbers 1, 3, 20, 213, 0214, 1234, and 001235 as 001235, 0214, 1, 1234, 20,213, and 3.

Name The name of the account code. You select an account code by name when assigning anaccount code to an interaction.

Access ControlGroup

An Access Control Group (ACG) is a group of administrative rights. If you assign an ACG to anaccount code, then users must have this right to edit this account code configuration. You canassign only one ACG to an account code.

Note: This list appears only if the PureConnect administrator configures Access ControlGroups in Interaction Administrator.

4. Depending on whether you are creating or editing an Account Code, click Create or Save.

5. Optionally, manually document configuration changes in the Notes text box.

Created Date PureConnect automatically sets this date when a user creates the initial configuration for thisaccount code. The date could be blank if an administrator created this account code during theinitial PureConnect setup and configuration.

Modified Date PureConnect automatically updates the date each time you click Save.

Notes Type notes about configuration settings and changes. To identify the date of each note, youcan manually enter the date beside each entry in the Notes field.

6. Click Save.7. After saving all configuration setting, click the X to close the slide out panel.8. In the Account Codes view, set the Account Codes toggle to ON to enable Account Codes globally.

Note: This makes Account Codes available. To use account codes, users must still meet the Requirements forAssigning Codes.

Monitored InteractionsThe Monitored Interactions view is available only to Supervisors. This view contains only the interactions that you are listening toor recording.

Requirements: To display the Monitored Interactions view, you need the Supervisor Plug-in: Workgroup license. You mustalso log on without a station and without a Client Access License. For more information, see Stationless Logon.

You select interactions to monitor in station, user, or workgroup queues. To monitor interactions on another queue, you needthe appropriate Monitor Station Queues, Monitor User Queues, or Monitor Workgroup Queues Access Control rights. You alsoneed the "Record" and "Listen" Interaction Command Security Rights.

Monitored Interactions view

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1 Interactions that you are monitoring appear in the Monitored Interactions view.

2 When available, information about the currently selected monitored interaction appears in the Current Interaction view.

3 You create a monitored interaction by listening to or recording an interaction in a User, Station, or Workgroup queue.

Tip: To display the Monitored Interactions view, see Add or Close Views.

To monitor interactions:1. Select an interaction from a queue that you have the rights to monitor.2. Click the Record or Listen button.

Result: The monitored interaction appears in the Monitored Interactions view.3. When you finish monitoring the interaction, in the Monitored Interactions view, click Stop Listening or Stop Recording, as

appropriate.

Related TopicsStationless Logon

Stationless LogonAdministrative, supervisor, IPA, Optimizer, Social Media, and other features are available without a station in Interaction Connect.Interaction Connect hides or disables features that require a station when you log on without selecting a station.

When you log on with a station, you must have both a Basic Station License and a Client Access License (assigned to a user or astation).If you logon without a station, Interaction Connect hides or disables features that require a Client Access License if you donot have a Client Access License.

Tip: To log on without a station, select Another Station and then choose No Station as your Station Type. You can switch backto using a station when necessary for managing ACD-routed interactions that require a station (call or callback) or using otheragent-oriented features. Or you can log on after selecting a station, but later release the station by switching to No Station. Formore information, see Changing Station.

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Here is what you can expect to see and do in Interaction Connect, based on how you log on and if a Client Access License isavailable.

Typical role Agent Limited Agent Administrator or SupervisorLog on witha Station?

Yes No No

ClientAccessLicenseavailable?

Yes (License checked automaticallyat station logon.)

Yes No

Make aphone callcontrol

Enabled Visible but disabled Hidden

Send email Enabled Enabled HiddenDirectoryviews

View availableMake-call hyperlinks enabledDouble-click dialing enabledConference Call action available ifyou have security right.

View availableMake-call hyperlinks disabledDouble-click dialing disabledConference Call action disabled.

View available if you have Supervisorlicense.Make-call hyperlinks disabledDouble-click dialing disabledConference Call action disabled.

Speed Dialviews

Views availableMake-call functionality enabledDrag and drop conferencing enabled.

Views availableMake-call functionality disabled

Drag and drop conferencing disabled.

Views hidden

Wrap-upcodes

Enabled Enabled Disabled

MyInteractions

View availableAll actions available according toSecurity RightsMonitored Appearances available inMy Interactions

View availableCalls and Callback interactions donot alert.Pickup and Conference actionsdisabled.Other actions available according toSecurity Rights

View hiddenNo interactions alertNo supported media types

MonitoredInteractions

View hidden View hidden View available only if you haveInteraction Supervisor Plug-in:Workgroup licenseAll non-monitored interactionshidden.Actions disabled by capabilities

Pick-upConferenceCoachJoin

Queue views View availableAll actions available according toSecurity Rights

View availableActions disabled by capabilities

Pick-upConferenceCoachJoin

View availability governed bySupervisor license.Actions disabled by capabilities

Pick-upConferenceCoachJoin

Call History View availableMake Call links enabled

View availableMake Call links disabled

View hidden.

WorkgroupStatisticsandWorkgroupOverview

Views availableFunctionality governed by Supervisorlicense

Views availableFunctionality governed by Supervisorlicense

Views availability governed bySupervisor licenseFunctionality governed by Supervisorlicense

Available features

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Scripter Views availability governed by twolicenses:

Scripter licenseDialer license

View hidden View hidden

Voicemail View availableStation playback enabled

View availableStation playback disabled

View hidden.

MessageWaitingIndicator

Available Available Hidden

Add-Ins AvailableMake Call API works

AvailableMake Call API not availableNew API to retrieve current stationinformation

AvailableMake Call API not availableNew API to retrieve current stationinformation

PersonalPrompts

Configuration page visible Configuration page visible, butdisabled

Configuration page hidden

Agent views not requiring a stationCurrentInteraction

View available View available Requires Supervisor license

ResponseManagement

View available View available View hidden

Fax View available View available View hidden

Supervisor and Administrator views not requiring a stationAgentStatisticsview

Requires Interaction Supervisor Plug-In Workgroups license. See alsoDisplay and Configure AgentStatistics.

Requires Interaction Supervisor Plug-In Workgroups license. See alsoDisplay and Configure AgentStatistics.

Requires Interaction Supervisor Plug-In Workgroups license. See alsoDisplay and Configure AgentStatistics.

InteractionOptimizerviews

Requires Interaction Optimizer ClientAccess license. See Agent OptimizerFeatures and Requirements.

Requires Interaction Optimizer ClientAccess license. See Agent OptimizerFeatures and Requirements.

Requires Interaction Optimizer ClientAccess license. See Agent OptimizerFeatures and Requirements.

PureCloudIntegrationview

View available if PureCloudIntegration is installed on IC Server.

View hidden View hidden

Co-browseview

CIC administrator must acquirePureCloud Engage 3 license andconfigure the web-based phonefeature.

CIC administrator must acquirePureCloud Engage 3 license andconfigure the web-based phonefeature.

CIC administrator must acquirePureCloud Engage 3 license andconfigure the web-based phonefeature.

InteractionProcessAutomationviews

Requires IPA Access license. SeeIPA User Licenses.

Requires IPA Access license. SeeIPA User Licenses.

Requires IPA Access license. SeeIPA User Licenses.

Administratorviews

Requires appropriate Administratorrights for the view. For the AccountCodes view, see Requirements forConfiguring Account Codes.

Requires appropriate Administratorrights for the view. For the AccountCodes view, see Requirements forConfiguring Account Codes.

Requires appropriate Administratorrights for the view. For the AccountCodes view, see Requirements forConfiguring Account Codes.

WidgetConfiguration

Requires appropriate AdministratorAccess rights. See Widgets.

Requires appropriate AdministratorAccess rights. See Widgets.

Requires appropriate AdministratorAccess rights. See Widgets.

Related TopicsMonitored Interactions

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Configure Social MediaAdministrators can enable the social media feature, log on to a social media account, and create Facebook, Twitter, and WhatsAppchannels in Interaction Connect.

Requirements: To display the Social Media view, you need the Social Media Administrator Access right and the ACD SocialMedia license. To add a view to Interaction Connect, you also need the Customize Client Security right. For more informationon the requirements for Social Media, see Managing Social Media and the PureConnect Social Media Technical Reference inthe PureConnect Documentation Library.

To configure social media:1. Add the Social Media view.

Note: The Social Media view is available in the Administration section of the Add Views dialog box. For more information,see Add or Close Views.

2. Enable Social Media.3. Log on to the corporate Social Media account.4. Configure Facebook, Twitter, and WhatsApp channels.

Note: You must enable Social Media and log on to your Social Media account before you can configure Facebook andTwitter channels.

Related TopicsManaging Social Media

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You enable social media by hooking up your Social Media Processor. The Social Media Processor processes and caches SocialMedia messages. For more information, see the PureConnect Social Media Technical Reference in the PureConnect DocumentationLibrary.1. Expand the Enable Social Media section of the Social Media view.2. In Genesys Hub URL, enter https://socialanalytics.genesyscloud.com.

Note: Genesys Hub URL is not required for WhatsApp Direct Messages.

3. In the remaining three fields, enter the required information, then click Connect Social Media Processor.

Note: Open a ticket in your support portal with Customer Care to request a Social Media Processor in Genesys Cloud and aPureConnect Social Media account. Customer Care will provide the necessary information for this part of theconfiguration. See Managing Social Media for licensing requirements.

4. Click Connect Social Media Processor.Result: The CIC server starts communicating with the Social Media Processor.

Note: After you Enable Social Media, the next step in the configuration process is to Log On to the Social Media Account.

Related TopicsConfigure Social Media

Enable Social Media

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To complete the process of deploying Social Engagement in the Genesys Cloud, you must log on to a corporate Social MediaAccount on the Genesys Hub. This is an overall account that contains all the platform accounts like Facebook, Twitter, andWhatsApp. This account enables the IC server to communicate with the Genesys Hub.

Note: Open a ticket in your support portal with Customer Care to request a Social Media Processor in Genesys Cloud and aPureConnect Social Media account. Customer Care will provide the necessary information for this part of the configuration.See Managing Social Media for licensing requirements.

1. Expand the Social Media Account section of the Social Media view.2. Enter your Social Media Account email address. This is where you receive notices and other information from the Genesys

Hub.3. Supply the password for the Social Media Account. (This is not the email account password.)

4. Click Log On Social Media Account.

Note: After you log on to your company's Social Media Account, the next step in the configuration process is to configurethe necessary Facebook, Twitter, and WhatsApp channels to receive and direct customer message to the appropriateworkgroup.

Related TopicsConfigure Social Media

A channel represents a Facebook page. CIC routes visitor posts and direct messages on the selected Facebook page to theselected workgroup.

Note: You must enable Social Media and log on to your Social Media account before you can configure Facebook or Twitterchannels.

1. Expand the Facebook section and click Add Facebook Account.

Log On to the Social Media Account

Configure Facebook channels

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2. Log on to an existing corporate Facebook account.

Note: This is the account that manages your business Facebook page or pages.

Result: A successful logon adds this Facebook account to the Account drop down list.3. If prompted, authorize the Facebook account to use the GenesysSocialEngagement app.

Note: Authorizing the GenesysSocialEngagement app enables the Genesys hub to route visitor posts and direct messageson the Facebook page to the appropriate workgroup as interactions.

4. Click New.

5. In Name, type a name for this Facebook channel.

Note: Use this label to organize your Facebook channels.

6. In Pages, select the appropriate corporate Facebook page.

Note: This is the display name of the Facebook page. This selection is limited to the pages administered by the selectedFacebook account.

7. Configure either or both of these options:In Conversation Workgroup, select the CIC workgroup to which you want Social Media conversations to be routed.In Direct Message Workgroup select the CIC workgroup to which you want Social Media direct messages to be routed.

Tip: You can select the same or different workgroups for these options. Public conversations and direct messages for onechannel can go to different workgroups.

Note: The workgroup must have an ACD queue. CIC routes Social media interactions only to the agents in this workgroupwho have the ACD Social Media license. The CIC administrator must also set Utilization options for Social Conversationand Social Direct Message for the workgroup or users.

8. Click Create.Result: The new Facebook Channel name appears in the Social Media view.

Tip: You can edit or delete the Facebook channel by selecting its label and clicking the appropriate button in the SocialMedia view.

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Related TopicsConfigure Social Media

A channel represents a corporate Twitter account. CIC routes posts (tweets) and direct messages on the selected Twitter accountto the selected workgroup.

Note: You must enable Social Media and log on to your Social Media account before you can configure Facebook or Twitterchannels.

1. Expand the Twitter section and click Add Twitter Account.2. Log on to an existing corporate Twitter account and authorize it to use the GenesysSocialEngagement app.

Note: This is the account that manages your corporate Twitter feed. Authorizing the GenesysSocialEngagement appenables the Genesys hub to route Tweets and direct messages to appropriate workgroup as interactions.

Result: A successful logon adds this Twitter account to the Account drop down list.3. Click New.

Configure Twitter channels

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4. In Name, type a name for this Twitter channel.

Note: Use this label to organize your Twitter channels.

5. In Handles, enter the corporate Twitter username. If your company uses more than one account, separate the handles with acomma.Result: Tweets from this handle create an interaction.

6. In Keywords, enter search terms.Result: Any Tweet containing the keyword creates an interaction. Repeating the corporate handle as a keyword createsinteractions for Tweets directed at the corporate handle.

7. Configure either or both of these options:In Conversation Workgroup, select the CIC workgroup to which you want Social Media conversations to be routed.In Direct Message Workgroup select the CIC workgroup to which you want Social Media direct messages to be routed.

Tip: You can select the same or different workgroups for these options. Public conversations and direct messages for onechannel can go to different workgroups.

Note: The workgroup must have an ACD queue. CIC routes Social media interactions only to the agents in this workgroupwho have the ACD Social Media license. The CIC administrator must also set Utilization options for Social Conversationand Social Direct Message for the workgroup or users.

8. Click Create.Result: The new Twitter Channel name appears in the Social Media view.

Tip: You can edit or delete the Twitter channel by selecting its label and clicking Edit or Delete in the Social Media view.

Related TopicsConfigure Social Media

A channel represents a corporate WhatsApp account. CIC routes direct messages on the selected WhatsApp account to theselected workgroup. You can create only one WhatsApp channel. If you try to create more than one channel, the previous channel isoverwritten.

Note: You must enable Social Media and log on to your Social Media account before you can configure your WhatsApp channel.

Configure a WhatsApp channel

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1. Expand the WhatsApp section and click Add WhatsApp Account.2. Log on to an existing corporate WhatsApp account.

Note: This is the account for your corporate WhatsApp direct messages. Authorizing the GenesysSocialEngagement appenables the Genesys hub to route WhatsApp direct messages to appropriate workgroup as interactions.

Result: This adds the WhatsApp account to the Account drop down list.

a. Enter the Phone Number for the new WhatsApp channel.

Note: Enter the phone number in E.164 International Standard Format: +(country code) <number>. Do not enter anyspaces between the digits in the phone number; for example, +13175555555).

b. Supply the WABA Certificate for this account.WABA is the WhatsApp Business Account. This is the Certification Authority (CA) certificate used for the SSL configurationof both the WhatsApp Business API Client and Webhooks. (seehttps://developers.facebook.com/docs/whatsapp/api/certificates/).

c. For Authentication Method, select Voice or SMS.

Note: If you select Voice, you receive a call unless the Phone number you use is configured for Voicemail only.

3. Click Create.4. In the Social Media view, in the Account dropdown list, select the WhatsApp account.5. In Name, type a name for this WhatsApp channel.

Note: Use this label to organize your WhatsApp channels.

6. Click Create.Result: A Confirmation Code panel appears.

7. Enter the confirmation code you received via the Authentication Method you selected and click Save.Result: The new WhatsApp channel name appears in the Social Media view.

Note: If you encounter an error message while creating the WhatsApp channel, the error may have occurred due to timeout.It may have taken too long to get the confirmation code. The integration may have been created anyway. Try reloading thepage, selecting the phone number and clicking the Confirm WhatsApp account button. If there is any other issue, contactthe Genesys Customer Care team for assistance.

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Tip: You can edit or delete the WhatsApp channel by selecting its label and clicking Edit or Delete in the Social Media view.If you delete a WhatsApp channel, wait for 15-20 minutes before creating another channel with the same phone number. Ifyou encounter any errors while creating, editing, or deleting the WhatsApp channel, always try reloading the page and tryingagain before calling Customer Care.

Related TopicsConfigure Social Media

Manage Alerts

Requirements: To configure alerts, you need the Interaction Supervisor Plug-In: Workgroups license. To use this license, youmust also enable supervisor features. You can view the active alerts you have configured in the Active Alerts view. To addviews, you need the Customize Client Security right.

Warning: PureConnect does not support simultaneously logging into Interaction Connect and ICBM to manage alerts.

Alerts report real-time information. An alert notifies when a statistic enters a user-defined threshold, is within bounds, or is nolonger within a range of values.

You can base alerts for telephone calls on calls longer than a specific duration, average hold time greater than a specified value,and many other metrics. Moreover, you can set alerts for any statistic in Interaction Supervisor. For example, an IT administratorcan set an alert for when server disk space falls below a minimum threshold. A statistic can have multiple alert conditions, eachwith its own alert action and notification options. For example, an alert can have a condition that warns when it reaches a non-critical threshold, and another that sends email notifications when critical conditions exist.

Supervisors can configure alerts and display these alerts in Interaction Connect or Interaction Supervisor in ICBM. In InteractionConnect, you display your alerts in the Active Alerts view. Alerts also appear in Interaction Connect in the Agent Statistics,Workgroup Statistics, and Workgroup Overview views. Alerts use color-coded icons and tooltip text to emphasize selected metrics.Alerts can optionally send email notifications or client memos, play sounds, or invoke a handler.

Related TopicsAdd an AlertEdit an AlertDelete an AlertAlert SoundsManage Alerts dialog boxActive Alerts view

Requirements: See Manage Alerts.

Configuring an alert provides notification when a particular metric enters, is within bounds, or is no longer within a user-definedrange of values. Alerts can be displayed in Interaction Connect or Interaction Supervisor using color coded icons and text attributesto highlight a metric. Alerts can optionally send email notifications, play sounds, or invoke a handler.

To set an alert for a statistic:1. In the Manage Alerts dialog box, click Add.2. From Statistic group, select a category of statistics.3. From Statistic definition, select a statistic on which to base the alert.4. Select the statistic parameters as needed.

Add an Alert

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Note: The appearance of the Manage Alerts dialog box varies, depending on the selected statistic. For example, theAverage Wait Time statistic has three parameters: Workgroup, Agent, and Interval (such as Current Shift). Other statisticsrequire different parameters.

5. Click Confirm.

Result: The Manage Alerts dialog box changes to enable you to configure alert rules. The appearance of this dialog box variesand is based on the data type of the statistic.

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6. Optionally, click Display String to change the name of the alert.

Note: The selections you have made so far become the name of the alert as it appears in My Default Alert Set. You canchange it to any name you find useful.

7. Select an Alert Rule Type.

Tip: If you have already defined an alert rule, click the plus sign (+) to add another alert rule. You can click the minus sign toremove a selected alert rule.

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Type of Statistic Alert Conditions Criteria you must supplyBoolean statistics The value is True, Yes, 1 No criteria are required by Boolean alert conditions

The value is False, No, 0Has a valueDoes not have value

Numerical statistics(integer, double and percent)

Value less than Maximum valueValue in range Minimum and Maximum valuesValue greater than Minimum valueHas value No criteria are required by this alert conditionDoes not have value No criteria are required by this alert condition

Timespan statistics(Duration, Time Duration, FutureDuration, Finite Duration)

Value less than Maximum time value, expressed in days, hours, hours,and minutes (ddd:hh:mm:ss)

Value in range Minimum time value, expressed in hours, minutes andseconds (hh:mm:ss)Maximum time value, expressed in days, hours, hours,and minutes (ddd:hh:mm:ss)

Value greater than Minimum time value, expressed in hours, minutes andseconds (hh:mm:ss)

Has value No criteria are required by this alert conditionDoes not have value No criteria are required by this alert condition

String statistics The value is equal to a string Character stringThe value is not equal to astring

Character string

The value contains a substring Character stringThe value does not contain asubstring

Character string

The value matches a prefix Character stringThe value does not match aregular expression

Any regular expression.

Has a value No criteria are required by this alert conditionNot Set No criteria are required by this alert condition

8. Select a Severity level.This setting determines the color of the icon that appears in statistics views when an alert is triggered. These alerts appear intheResult: The alert rule is represented by its values and severity level in the Manage Alerts dialog box.

9. To select one or more actions that occur when the alert condition is triggered, select an alert rule, and click ON. Set thenecessary parameters for each selected rule.Result: Icons for each action appear to the right of the selected rule.

Send Email

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When you select this action, also select the names of the email recipients and whether to send emails when the statisticenters the alert condition, exits the condition, or when its value changes within the condition.Apply Font StylingWhen you select this action, also select text color, background color, and font weight. The statistic control's value fieldchanges to the selected font color, background color, and font weight when the alert is triggered.Execute HandlerWhen you select this action, select a handler that initiates when the statistic enters or exits the alert condition. Optionally,you can also set a string passed as a parameter to the handler in Data to be sent with handler.Play SoundSelect a sound to play when the value of the statistic enters the range of a condition, changes within the condition, or exitsthe range of a condition. You can select a sound for each option. To listen to the selected sound, press the Play button.

Note: See Alert Sounds.

Send Client MemoSelect this option to send a client memo from Interaction Supervisor to one or more CIC client users when the alertoccurs.

Note: You can address messages to any combination of workgroups or agents. A Client Memo is not an emailmessage. A client memo appears in a CIC client as a notification along the bottom edge of the client window, or as adesktop alert (toast pop-up). For more information, see Supervisor Client Memos.

10. Click Save.

Related TopicsManage AlertsCopy an alertEdit an AlertDelete an Alert

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Requirements: See Manage Alerts.

You can create a new alert by copying an existing alert changing some of its parameters.

Note: You cannot change the previously selected Statistic group or Statistic definition in a copied alert. To change theseselections, see Add an Alert.

To copy an alert:1. Do one of the following:

In the Manage Alerts dialog box, in the My Default Alert Set section, select the name of an alert.In the Active Alerts view, click the hyperlink in the Statistic column for the selected alert.In the Active Alerts view, double-click anywhere in the row for the selected alert.

2. Click Copy.3. Select statistic parameters as needed.

Note: The appearance of the Manage Alerts dialog box varies, depending on the selected statistic. For example, theAverage Wait Time statistic has three parameters: Workgroup, Agent, and Interval (such as Current Shift). Other statisticsrequire different parameters.

4. Click Confirm.

Result: The Manage Alerts dialog box changes to enable you to configure alert rules. The appearance of this dialog box variesand is based on the data type of the statistic.

5. See Add an Alert for instructions on changing:Display StringAlert Rule TypeSeverity LevelAlert actions

6. Click Save.

Related TopicsAdd an AlertEdit an AlertDelete an Alert

Copy an Alert

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Requirements: See Manage Alerts.

Edit an alert when you want to change the display string, alert rules, or actions.

Note: You cannot change the previously selected Statistic group or Statistic definition. To change these selections, create anew alert definition.

To edit an alert:1. Do one of the following:

In the Manage Alerts dialog box, in the My Default Alert Set section, select the name of the alert.In the Active Alerts view, click the hyperlink in the Statistic column for the selected alert.In the Active Alerts view, double-click anywhere in the row for the selected alert.

2. See Add an Alert for instructions on changing:Display StringAlert Rule TypeSeverity LevelAlert actions

3. Click Save.

Related TopicsAdd an AlertCopy an alertDelete an Alert

Requirements: See Manage Alerts.

There are several ways to delete an alert.

To delete an alert:1. Do one of the following:

In the Manage Alerts dialog box, in the My Default Alert Set section, select the name of the alert.In the Active Alerts view, click the hyperlink in the Statistic column for the selected alert.In the Active Alerts view, double-click anywhere in the row for the selected alert.

2. Click Delete.Result: The alert is marked for deletion.

3. Do one of the following:To complete the deletion, click Save.To cancel the deletion, click Cancel.

Related TopicsAdd an AlertEdit an Alert

Edit an Alert

Delete an Alert

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Requirements: See Manage Alerts.

An alert can play a sound when it enters, updates, or exits some condition. When you configure an alert in Interaction Connect, youchoose from a defined list of sounds. However, if you configure an alert in Interaction Supervisor in ICBM, you can select any soundfile on the IC server. Interaction Connect does not have access to those sound files.

Because Interaction Connect cannot play custom sound files chosen for alerts in Interaction Supervisor, Interaction Connectdisplays a warning when you log on.

To select a sound option:1. If you see a warning when you log on, select View Options.

2. Select an option in the View Options dialog box.

Allow Interaction Connect to change the setting shared by Interaction Connect and ICBM to a sound PureConnect can play,but ICBM cannot.Select this option and Interaction Connect changes all of the alert sounds it cannot play to ones it can play. This selectiondoes not change alert sounds configured in the future in ICBM. The alert sound warning appears for new alerts configuredin ICBM with sounds that Interaction Connect cannot play.Play the default sound. Never show this again.To play the default sound for any alerts with unplayable alert sounds, now and in the future, select this option.

Note: If you hide the warning, you can reverse this decision by clearing the Notify me when alert sounds cannot beplayed check box in General Application Settings.

Choose which sounds to use.Select this option and then choose a sound in the Play Sound option for the affected alert. For more information, see Addan Alert.

Note: Warning icons and tooltips appear in the Manage Alerts dialog box for each alert with unplayable alert sounds.

3. Click Close.

Alert Sounds

Manage Alerts dialog box84

Requirements: See Manage Alerts.

Use this dialog to add, edit, copy, and delete your alerts. You select a statistic, define the conditions for the alert, and optionally,select one or more actions triggered when the alert occurs.

To access the Manage Alerts dialog box, do one of the following:Click the menu icon and then click Manage Alerts.

In the Active Alerts view, click the hyperlink in the Statistic column for the selected alert.In the Active Alerts view, double-click anywhere in the row for the selected alert.

Using the Manage Alerts dialog box

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1 The alerts you have configured.

Tip: In ICBM, you can display alerts configured by other users, if you have Master Administrator Access Rights.

2 Highlighting indicates the selected alert. The white circle indicates unsaved changes.

3 The name of the selected alert uniquely identifies it by the selections made in its definition.

4 Use the plus (+) and minus (-) signs to add and remove alert rules.

5 The alert color corresponds to its severity.

6 Icons correspond to the actions selected for this alert.

7 An error exists that prevents you from saving changes to this alert. Expand this section to identify and correct theerror.

8 Expand an action section and make selections that define the action.

9 Notice that the Save option is not available until you correct any errors.

Requirements: See Manage Alerts.

Use the Active Alerts view to see your currently triggered alerts. Alerts that have not been triggered and alerts configured by othersupervisors do not appear in this view.

1 To expand or collapse a Category, click the plus (+) or minus (-) signs.

2 Sort alerts by clicking a column heading.When you group alerts by Category, you can sort alerts within each Category by clicking a second column heading.When you toggle grouping off, you can sort alerts by any single heading.The direction of the arrows in the column headings indicates sort order.

3 By default, alerts that are currently active are grouped by Category. To turn grouping on or off or to expand or collapse allcategory groups, use the Toggle Grouping control.

Active Alerts view

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Using Views and Dialog BoxesThis section provides links to information on dialog boxes, views, toolbars, and shortcut keys in the CIC client.

About dialog boxAdd View Dialog BoxCall HistoryCamp Desktop AlertChange View LayoutDial PadDirectoriesDirectory Properties Dialog BoxMy InteractionsSupervisor Client MemosTransfer Dialog Box

About dialog boxThe About page displays release information for Interaction Connect and the IC server.

To access the About - Interaction Connect page:Open the menu and then click About.

Related TopicsFeedback and PureConnect Customer Care

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Add View Dialog BoxUse the Add View dialog box to choose the views you want to display in the CIC client.

To display the Add View dialog box:1. Click the Add View icon (Plus sign) next to any tab.2. In the Quick Picks list, click Show All Views.

1 Searchtext box

To display a list of views with matching names, type all or part of a view name in the Search text box.

2 Categories Views are grouped by category.

3 Views list Each category displays the names and descriptions of the included views. Gray text indicates thatInteraction Connect already displays this view.

4 Select aview

To display a view, select its check box. Selected views are highlighted.

5 Availableitems

For some views, make a further selection from the Available Items list.

6 Selectedviews

Names of the views you select appear here.

After you complete your selections, click the Add View button.

Related TopicsAdd or Close Views

Call History88

Call HistoryThe Call History view displays information about your recent incoming and outgoing calls, including the name and phone number ofthe other party, the day and time of the call and its duration.

1 Select filtering criteria: All Calls, Missed Calls, Outgoing Calls, Answered Calls, or Forwarded Calls.

2 Click Properties to display call details.

3 Each item in the Call History list contains information about the call including starting date and time, duration, Call Id, andthe name of the other party (if available). A call icon indicates whether the call was answered, missed or outbound.

Note: If you make the Call History view very narrow, the call duration does not appear.

4 Call details include controls to display Notes or Logs.

5 Click the phone number hyperlink to dial the number.

6 Use the scroll bar to view other calls in your call history.

1. In the Add View dialog box, from the Interactions list, select Call History.2. Click Add View.

You can click anywhere in a call history row or click directly on the Number hyperlink to dial the phone number associated with thecall.

Click a phone number hyperlink in the Call History dialog box to dial the number associated with the call.

Displaying the Call History View

Using Call History to Make Calls

Call History Retention

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History is tracked for calls that appeared in My Interactions. These are calls that were inbound to you, calls placed by you, callstransferred to you, and calls used to retrieve voice mail messages.

Call history is maintained by Client Services on the CIC server. By default, call history information is retained for three (3) days or300 calls, whichever comes first, per user. The amount of call history data stored per user depends on the version of Client Servicesrunning on the server and how it is configured by the CIC administrator. This retention policy uses the Call History Max Time serverparameter which controls only the amount of data ClientServices needs to store in memory, avoiding Out Of Memory issues on CICServer. It does not control the amount of call history displayed in the Call History view.

Note: In some cases, system call activity and other users' transfer activity can appear in your Call History.

Tip: Call History items are added to your Call History dialog box when a call leaves your queue. When a call disconnects, itstays in the queue for a couple of minutes before it is automatically removed.

Related TopicsCustomizing the InterfaceDial a recently dialed number

Camp Desktop AlertThe Camp desktop alert lets you know when another user whose status you are monitoring, changes his status.

Related TopicsCamp on an Internal ExtensionDesktop Alerts

Desktop AlertsDesktop Alerts notify you of alerting interactions and other events. The alert dialog box pops up in the bottom right corner of yourWindows desktop. Click the alert dialog box to bring your browser window to the top of any open applications. This action alsoautomatically selects the My Interactions view where you can pick up an alerting interaction.

The browser manages desktop alerts, so each user has to grant permission for them to appear. If you have not yet granted thispermission, you are prompted to enable notifications when you log on.

Note: You can confirm notifications are allowed in Chrome by checking Settings > Advanced > Privacy and Security >Notifications and then ensuring the URL you use to access Interaction Connect is in the Allow section. Also, desktop alertswork in Chrome only if you run Interaction Connect over https, not http. This is a limitation imposed by Chrome.

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Using the Dial Pad

Requirements: The Dial Pad is available only if you are connected to a CIC server running 4.0 SU 6 or later.

The Dial Pad enables you to dial a phone number to make a call, send DTMF tones to a connected call or the currently selected call,or make selections from an automated telephone menu system. The Dial Pad can also send DTMF tones through a connected SIPSoft Phone.

To display the Dial Pad:In the My Interactions sidebar, click the Dial Pad icon.

To use the Dial Pad:1. Click the appropriate buttons on the Dial Pad to dial a phone number.

2. Do one of the following:

If you do not have a connected interaction or the selected interaction is on hold, the numbers appear in the Dial a numberfield. Click Dial to dial the number.If you have a connected or selected interaction that is not on hold, the numbers are sent to the interaction. You makeselections from an automated telephone menu system. It’s just like using a touch tone phone Dial Pad.

3. To end the call:If using your handset, simply hang up the telephone.Select the call in a queue view and click the Disconnect button.Right-click the interaction and select Disconnect from the shortcut menu.

Related TopicsDisconnect buttonMaking CallsMy InteractionsSidebar

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Directory Properties Dialog BoxWhen you select a directory entry, the Properties dialog box enables you to view and edit directory entry information.

Note: If you have the Directory Administrator Security right, the Access Rights tab appears in the Properties dialog box for ICPublic Contacts. These Access Rights enable a user to change or delete Public Directory entries.

Related TopicsProperties Button on the Directory ToolbarView and Edit Directory EntriesWorking with Directories

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InteractionIn the CIC client, an interaction is a communication between two parties. An example would be a telephone call. Each interaction isrepresented by a queue item in My Interactions.

Note: Only ACD-routed email messages appear in My Interactions or other queue. Personal email messages appear in youremail program Inbox, not in My Interactions or other queue. Voicemail and faxes appear as email message attachments.

My InteractionsThe current interactions (calls) in your user queue appear in My Interactions. These are the interactions you currently manage. Ifyou are a member of one or more ACD workgroups, interactions assigned to you from those workgroups appear in My Interactions.The name of the ACD workgroup from which those interactions came in the Queue column.

My Interactions contains the following controls and displays information about each interaction.

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1 MyInteractionstab

Select this tab to display the My Interactions view.

2 Close Click the X on a tab to close the view.

Note: This does not delete a view. You can add back closed views.

3 Add view Click the plus sign to add a view.

4 Queuecolumns

The Queue columns organize the information about each interaction in a queue. For more information,see Queue Contents and Understanding an Interaction’s State.

5 Choosecolumns

Click this control to select the information displayed for each interaction in the My Interactionsqueue. For more information, see Add or Remove View Columns.

6 Selectedinteraction

My Interactions can contain more than one interaction. The currently selected interaction is highlighted.

7 Queuecontents

All interactions in the My Interactions queue appear here. Disconnected interactions are removed after aset interval.

8 Sidebararea

The My Interactions sidebar can display the Dial Pad, Interaction Notes, Interaction Log, InteractionProperties, or Request Assistance.

9 Sidebarcontrols

To choose what appears in the sidebar area or to close the sidebar area, click the appropriate control.These controls include Dial Pad, Interaction Notes, Interaction Log, Interaction Properties, RequestAssistance, and, when a sidebar selection is visible, a Close control.

Tip: Close the sidebar area by clicking the Close control at the bottom of the sidebar area or byclicking the same control used to open the sidebar.

10 Scroll bar Use the horizontal scroll bar to view any queue columns that do not fit in the current browser windowsize.

11 QueueControlToolbar

The type and state of the currently selected interaction determine which actions are available to you.Available actions are indicated by enabled toolbar buttons. For more information, see Using the QueueControl Toolbar.

Tip: You can add, remove, or rearrange buttons on the CIC client toolbars. For more information, seeCustomizing Queue Control Toolbars.

Related TopicsDial PadQueue Contents

Queue Contents

Requirements: The View Queue Columns Access Control right determines which queue columns you can display in MyInteractions or other queue view.

My Interactions and other station, user, or workgroup queues can display the following information about each interaction.

Tip: For more information about customizing a queue view, see Add or Remove View Columns.

Column Description

AccountCode

An account code is an identifying set of numbers assigned to an account name in Interaction Administrator. Inthe CIC client, you can use account codes to organize interactions by customer. For more information, seeUnderstanding Account Codes.

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ACD WaitReason

This column displays the reason an interaction has not yet been routed to a specific agent. Possible reasonsinclude "No available agents" or "No available agents for this media type" among others.

AssociatedProcess

This column displays the name of the process with which this interaction is associated. The ability toassociate an interaction with a process is an Interaction Desktop feature.

Attachments The Attachments column displays an icon if an email interaction has an attachment. It is blank if noattachments are present. This information is also available in the Details column, but the Attachments columnenables you to sort by the presence or absence of an attachment.

ChatResponseTime

This column shows the time that has elapsed since anybody involved in the chat entered some text. For moreinformation, see Working with Chat Sessions.

Details This column displays context-specific information based on the interaction type.For calls, it displays the Remote Address (phone number) that you dialed or the phone number of the party onan incoming call.For callbacks, it displays the subject entered by the website visitor requesting the callback. For moreinformation, see Working with Callback Requests.For email messages, it displays the email subject as well as an importance icon and an attachments icon, ifneeded. For more information, see Working with E-mail Messages.For chats, it displays the name of the user who last typed, and the text they entered. It also displays a typingindicator (icon) to indicate that someone participating in the chat is currently typing. For more information, seeWorking with Chat Sessions.

Duration Duration displays the amount of time an interaction has been active.

Importance The Importance column displays an icon indicating whether an email message is of high or low importance. Itis blank for "normal" importance. This information is also available in the Details column, but the Importancecolumn enables you to sort email interactions by level of importance.

InteractionId

The interaction’s identification number. Numbers are assigned sequentially and reset to zero any time theserver is restarted.

InteractionType

This is a code that corresponds to the interaction type. For example, 0 is a call and 1 is a chat. See thePureConnect Data Dictionary in the PureConnect Documentation Library for more details.

Line The line queue on which the interaction is located.

Lstns If someone is listening to or monitoring your interaction, the listen icon appears in the Lstns column in yourqueue view. For more information, see Determine if Someone is Listening to or Recording Your Interactions.

Note: You need the Monitor Columns Security right and the appropriate View Queue Columns AccessControl right to display the Lstns and Recs columns in a queue view.

Name The name of the person or organization with whom a CIC client user is interacting.

For more information about how Interaction Center identifies a caller, see Caller Name.

Note: Voice Mail appears in the Name column for voice mail messages played back through yourTelephone Handset.

Number The telephone number of the person with whom a CIC client user is speaking. A SIP URI (SIP phone number inthe format sip:x@y:port) appears in the Number column for SIP calls.

Note: Your CIC administrator can configure the server parameter BlockedTN to display a phrase such as“Private Number” for any incoming call with a blocked number.

Queue The Queue column contains an icon indicating the interaction type and its state.

If this is an ACD-routed interaction, the name of the ACD workgroup queue to which the interaction was routedalso appears here.

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Recs If someone is making a recording of your interaction, a record icon appears in the Recs column in your queueview. Record icons appear for both ad-hoc and snippet recordings. For more information, see Determine ifSomeone is Listening to or Recording Your Interactions and Recording Types.

Note: You need the Monitor Columns Security right and the appropriate View Queue Columns AccessControl right to display the Lstns and Recs columns in a queue view.

Security The Security column displays the current security level of the call. If a call is not secure, it displays "0." If a callis secure, it displays "100."

State The current condition of an interaction. For more information, see Understanding a Call’s State.

Station The station queue on which the interaction is located.

Subject This column displays an email message subject or the subject entered by a website visitor requesting acallback. This information is also available in the Details column, but the Subject column enables you to grouprelated email messages by sorting by subject.

Time inStatus

This column displays how long the agent has been in their current status.

Time inWorkgroupQueue

This column displays the time that an interaction has spent in this workgroup queue.

User The user queue on which the interaction is located.

Work ItemCategory

Each work item can be associated with a category. The names of the categories of your current work itemsappear in the Category column of My Interactions.

Note: When My Interactions contains Work Items, you can filter the view and display only Work Items fromselected categories.

Work ItemCreated On

A Work Item Process creates Work Items as needed. Work Items are routed to agents to gather information orprompt the agent to take some action. This column displays the date the associated Work Item Processcreated this particular Work Item. For more information, see Working with Interaction Process Automation.

Work ItemDescription

A description of the Work Item.

Work Item DueDate

The date by which this Work Item must be completed.

Work ItemError

This column displays a description of an error. An error is a condition severe enough to prevent you or anotheragent from handling this work item. An administrator who is using Interaction Supervisor or Process Monitoror who is viewing your queue can also see this error. An administrator with the appropriate rights may be ableto fix the problem and retry the process using Process Monitor.

For more information, see Working with Interaction Process Automation.

WrapupCode

Wrap-Up codes indicate the nature of an interaction; for example, a billing problem, a new order, or a servicerequest. For more information, see Understanding Wrap-Up Codes.

Related TopicsCaller NameUnderstanding a Call’s State

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Set Status Dialog Box

Requirements: You need the Change Status Users Access Control right to a specific user to be able to change that user’sstatus.

The Set Status dialog box enables you to set another user’s status.

Related TopicsSet Another User’s Status

Shortcut KeysInteraction Connect does not currently support keyboard shortcuts for buttons and fields.

SidebarThe My Interactions Sidebar enables you to display the Dial Pad, Interaction Notes, or Interaction Log. You can also assign Accountand Wrap-Up Codes to interactions and Request Assistance from your supervisor. To choose what appears in the Sidebar, click theappropriate control on the right edge of the sidebar area.

Tip: Close the sidebar area by clicking the same control used to open the sidebar.

Numbers that you click in the Dial Pad appear in the Dial a Number field.

Dial Pad

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Select a connected interaction and make notes in the Interaction Notes sidebar. To add a note to the interaction, press Enter.

The Interaction Log sidebar displays the connection and routing details for the selected interaction.

Interaction Notes

Interaction Log

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Select an interaction and assign an Account code or Wrap-Up code. Account codes are sometimes used for customer billingpurposes. To assign a Wrap-Up code, you must be a member of a workgroup for which the CIC administrator has configured andactivated Wrap-Up codes.

Select an ACD-routed interaction and request assistance from your supervisor.

Interaction Properties

Request Assistance

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Select an interaction and enter a Session Code in the Co-Browse sidebar. After you click Join, you see the website visitor's view ofyour company's webpage.

Co-browse

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Related TopicsAccount CodesAdd NotesDial PadRequest Assistance from Your SupervisorUse Co-browse during an interaction

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Supervisor Client MemosCIC administrators can easily communicate with selected users, workgroups or roles by means of brief messages (client memos).An administrator creates these client memos in Interaction Supervisor and they appear in the CIC client. There are two ways youcan receive these client memos: desktop pop-ups and notifications.

Desktop pop-ups (toast) appear in the lower right-hand corner of your Windows desktop. Pop-ups remain on the screen until youclose them or the supervisor removes them.

Note: You cannot retrieve a desktop pop-up after you close it.

Notifications appear in lower edge of the Interaction Connect interface. This notification area contains the text of the latest clientmemo. If you receive multiple client memos, the text of the client memos scroll one at a time into this area.

Note: Notifications do not appear in this area in Internet Explorer. However, they do appear as messages in the top part of theInteraction Connect interface.

Tip: Click the drop-down arrow in the notification area to display a list of your current notifications.

Transfer Dialog Box

Requirements: Access Control Rights determine which Attendant Profiles, User Queues, Workgroup Queues and StationQueues are available as transfer targets. By default, the Transfer dialog box searches the Company Directory, and theappropriate Attendant Profiles, User Queues, Workgroup Queues, and Station Queues for matching names and numbers.

The Transfer dialog box enables you to locate and select the recipient of a transferred interaction, using the search criteria youprefer. Then you can easily start the transfer by clicking a button.

Desktop pop-ups

Notification Area

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Warning: Perform a consult transfer only when you need to speak with both parties before completing the transfer. If this is notnecessary, perform a blind transfer. Using a consult transfer to transfer a call to an attendant profile or to an agent's voice mailis not a supported feature. This may result in the original caller being sent to the default attendant profile. For more informationabout blind transfers, see Transfer a Call Without Consulting the Recipient.

Note: Interaction Connect does not currently support the use of non-English IME (Input Method Editor) for text input in theTransfer To text box.

As you type the recipient’s name or number in the Transfer To text box, a drop-down list of choices appears.Selecting “Dial 'your entry' as Digits” converts a text entry into numbers that the CIC client dials.Selecting a contact name from the drop-down list causes the CIC client to dial the associated extension or phone number.

You control the types of information used to find a match.Use the Options drop-down list to filter the contact search. You can choose to search any combination of Users, Workgroups,Standalone Phones, Station Queues, Station Groups, or Attendant Profiles.

Requirements: Search Station Queues and Search Workgroup Queues Access Control rights determine which stationand workgroup queues are available as transfer targets.

As you type in the Transfer to text box, the selections you made in the Options drop-down list determine which information isused to find a match.

Note: These search criteria are saved and available for future transfers.

After you select the transfer recipient, the Transfer dialog box displays the user status information if he or she is a CIC client user.This includes current user status, whether the user is logged on or on the phone. This can help you decide what kind of call transferto use.

Using the Transfer dialog box

Status Information for Transfer recipient

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Related TopicsPark a Call on Another Person’s ExtensionTransfer a Call After Consulting the RecipientTransfer a Call to Another Person’s VoicemailTransfer a Call Using a Transfer ButtonTransfer a Call Without Consulting the Recipient

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Using the ToolbarsThe CIC client includes two toolbars:

The Queue Control toolbar helps you manage telephone calls. It appears in the My Interactions section.The Directory toolbar simplifies working with contacts listed in user directories. It appears on each directory view.

Related TopicsUsing the Queue Control ToolbarUsing the Directory Toolbar

Custom Buttons

Requirements: You need the appropriate View Client Buttons Access Control right to see all or selected custom buttons inthe Queue Control toolbar.

Your CIC administrator can create custom buttons for the Queue Control toolbar which appears on the My Interactions view andother queue management views.

A custom button can invoke a handler or an add-in. A custom button can be available for use at all times or only when aninteraction is selected, or only when a specific type of interaction (such as a chat) is selected, or only when an active (notdisconnected) interaction is selected.

Custom buttons to which you have the appropriate rights are shown by default and are appended to the right side of the QueueControl toolbar. You can select a Button Style for custom buttons in the Customize Toolbar dialog box. You can move or remove acustom button from your Queue Control toolbar just like any other interaction button.

Custom buttons can also appear in the context menu. If you right-click an interaction, it shows the same buttons that are enabled inthe toolbar, depending on the button configuration. For example, if you right-click on the active interaction, you see the custombuttons that are available only when you select an active interaction as well as those that are always available. If you right click onthe grid outside of any interaction or even on a disconnected interaction, then you see only the custom buttons that are alwaysavailable. Custom buttons can also be removed by the CIC administrator from your Queue Control toolbar and the CustomizeToolbar dialog box.

The behavior and appearance of custom buttons are defined in Interaction Administrator. Contact your CIC administrator forinformation on using custom buttons.

Note: Custom buttons defined in Interaction Administrator can appear in both Interaction Desktop and Interaction Connect. Custom buttons that invoke an add-in work only in Interaction Connect. Custom buttons that launch a local application workonly in Interaction Desktop. Custom buttons that invoke a handler work in both CIC clients.

Related TopicsUsing the Queue Control Toolbar

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Requirements: The Customize Client Security Right enables you change the buttons in a Queue Control toolbar. You also needspecific rights to add and use buttons on the Queue Control toolbar. For more information, see Using the Queue ControlToolbar.

You can add, remove, or rearrange buttons on Queue Control toolbars.

The Queue Control toolbar appears on each queue management view (such as My Interactions). Button configuration is specific toeach queue view; that is, you can have a different toolbar configuration on each queue view.

To customize a Queue Control toolbar:1. Right-click anywhere in a Queue Control toolbar and click Customize Toolbar.2. In the Customize Toolbar dialog box, do any of the following:

To add a button to the toolbar, from the Available Buttons list, select a button name and click >.To add all the available buttons, click ».To remove a button from the toolbar, from the Selected Buttons list, select a button name and click <.To remove all buttons from the toolbar, click «.To change the order of buttons on the toolbar, from the Selected Buttons list, select the button name and use the Up andDown arrows to move the button to the desired position on the toolbar.In the Button Style section, make a selection that determines whether the buttons have labels and, if labeled, where thelabels appear.

3. Do one of the following:

Click Save to save the new settings.Click Cancel to discard any changes you made to the toolbar this time.Click Reset to Defaults to return the toolbar to its default configuration.

Related TopicsCustom ButtonsCustomizing the Interface

Using the Queue Control Toolbar

Requirements: Your CIC administrator controls whether a button appears on the Queue Control toolbar by default, whetheryou can add a specific button to the toolbar, and also whether you can use a specific button. If you do not see a specific

Customizing Queue Control Toolbars

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button in the CIC client and you cannot add it to the toolbar or the button is disabled, you may not have the appropriate rightsto see or use it.

Interaction Command Rights determine whether you can add a specific button to a Queue Control toolbar, if it does notappear by default.

My Interaction Rights determine the actions you can perform on interactions in My Interactions. Access Control rightsdetermine which actions you can perform on other queues you have the rights to display. To Disconnect, Hold, Mute, Pickupor Transfer interactions, you need the appropriate Modify Station Queues, Modify User Queues, or Modify Workgroup QueuesAccess Control rights. To Coach, Join, Listen, Record, or Snip interactions, you need the appropriate Monitor Station Queues,Monitor User Queues, or Monitor Workgroup Queues Access Control rights.

The Queue Control toolbar helps you manage your interactions. It appears on each queue management view.

You can view the currently available queue control shortcuts by right-clicking on an interaction in My Interactions or other queuetab. This displays the shortcut menu for the current interaction. Actions that are not available for the current interaction are grayed-out.

Queue Control Shortcut menu

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Related TopicsCustom ButtonsCustomizing Queue Control ToolbarsQueue Control Toolbar Buttons

Requirements: You need the appropriate Interaction Command Right to add a Queue Control button to a Queue Controltoolbar. You need the appropriate My Interaction Right to use the button when it appears in the My Interactions toolbar. ToDisconnect, Hold, Mute, Pickup or Transfer interactions in other queues, you need the appropriate Modify Station Queues,Modify User Queues, or Modify Workgroup Queues Access Control rights. To Coach, Join, Listen or Record interactions inother queues, you need the appropriate Monitor Station Queues, Monitor User Queues, or Monitor Workgroup Queues AccessControl rights.

Queue Control Toolbar buttons enable you to work with a selected interaction. Your CIC administrator controls which buttonsappear on the Queue Control toolbar in My Interactions or other queue view by default.

Click a button name for a description of its function.

Queue Control Toolbar Buttons

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Coach

Conference CallConference Chat

Disconnect

Hold

Join

Journey Map

Listen

Mute

Pause

Pickup

Private

Record

Secure Pause

Snip Button

Transfer

Voicemail

Custom Buttons

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Your CIC administrator can create custom buttons for the Queue Control toolbar. These buttons are defined in InteractionAdministrator.

Related TopicsCustomizing Queue Control ToolbarsUsing the Queue Control Toolbar

Coach Button

Requirements: The "Coach" Interaction Command Right determines if the Coach button can appear on a toolbar. It alsocontrols whether the Coach command appears on a shortcut menu. The Coach Interactions Security right enables you tocoach an interaction appearing in My Interactions. The Monitor Station Queues, Monitor User Queues, or Monitor WorkgroupQueues Access Control rights enable you to coach an interaction appearing on another queue.

Icon

Location Queue Control toolbar

Description Click this button to add yourself to an agent’s call on any user or station queue you have permissionto monitor. This enables you to provide advice to the agent without the customer knowing that youare assisting on the call. The agent can hear your side of the conversation, but the customer cannot.

This feature is especially helpful to supervisors who are training new agents, monitoring employeecustomer service performance, or simply providing assistance with a customer call.

Tip: If the agent presses the Mute button while you are "coaching" the agent, the customer nolonger hears the agent but the agent can continue to converse with you. The Mute button doesnot affect the audio between the agent and the coach.

Note: You must have permission to use the Coach feature and you must have permission tomonitor queues. If you have questions about your rights and permissions, see your CICadministrator.

Note: The Coach button is unavailable if the interaction is not in a state in which this action can be performed.

Related TopicsCoach an InteractionUsing the Queue Control Toolbar

Conference Button

Requirements: Enable Accessibility Mode in PureConnect. Also, your PureConnect administrator must set theaccessibilityMode Server Parameter to True.

You can use the keyboard to create a conference call or chat only when in Accessibility Mode. The Conference button is availableonly in Accessibility Mode.

Icon

Location Queue Control toolbar

Description Click Conference to create a conference for two or more calls orchats.

Related TopicsCreate a Conference Call in Accessibility ModeCreate a Conference Chat in Accessibility Mode

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Disconnect Button

Requirements: The "Disconnect" Interaction Command Right determines if the Disconnect button can appear on a toolbar. Italso controls whether the Disconnect command appears on a shortcut menu. The Disconnect Interactions Security rightenables you to disconnect an interaction appearing in My Interactions. The Modify Station Queues, Modify User Queues, orModify Workgroup Queues Access Control rights enable you to disconnect an interaction appearing on another queue.

Icon

Location Queue Control toolbar

Description Click Disconnect to disconnect the current interaction.

Note: The Disconnect button is unavailable if the interaction is not in a state in which this action can be performed.

Related TopicsDisconnect a CallUsing the Queue Control Toolbar

Hold Button

Requirements: The "Hold" Interaction Command Right determines if the Hold button can appear on a toolbar. It also controlswhether the Hold command appears on a shortcut menu. The Put Interactions on Hold Security right enables you to hold aninteraction appearing in My Interactions. The Modify Station Queues or Modify User Queues Access Control rights enable youto hold an interaction appearing on another queue.

Icon

Location Queue Control toolbar

Description Click Hold to place the selected interaction on hold.

To take the interaction off hold, click Hold again, or click Pickup.

Note: The Hold button is unavailable if the interaction is not in a state in which this action can be performed.

Tip: Your CIC administrator can configure a maximum hold time for interactions. By default, interactions on hold for longer thanfifteen minutes are disconnected. Your administrator can change the amount of time an interaction can remain on hold and thebehavior that occurs once the hold time is exceeded. For example, your administrator may choose to transfer interactions onhold longer than twenty minutes to another queue. For more information, see your CIC administrator.

Related TopicsPlace a Call on HoldUsing the Queue Control Toolbar

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Join Button

Requirements: The "Join" Interaction Command Right determines if the Join button can appear on a toolbar. It also controlswhether the Join command appears on a shortcut menu. The Join Interactions Security right enables you to join aninteraction appearing in My Interactions. The Monitor Station Queues, Monitor User Queues, or Monitor Workgroup QueuesAccess Control rights enable you to join an interaction appearing on another queue.

Icon

Location Queue Control toolbar

Description Click this supervisory feature button to add yourself to a call on any user or station queue you havepermission to monitor, and both the agent and the customer can hear your side of the conversation.When you use the Join feature, the CIC client creates a conference call between the agent, thecustomer, and you.

The connected call icon is displayed.

Related TopicsJoin an InteractionUsing the Queue Control Toolbar

Listen Button

Requirements: The "Listen" Interaction Command Right determines if the Listen button can appear on a toolbar. It alsocontrols whether the Listen command appears on a shortcut menu. The Listen in on Interactions Security right enables you tolisten to an interaction appearing in My Interactions. The Monitor Station Queues, Monitor User Queues, or MonitorWorkgroup Queues Access Control rights enable you to listen to an interaction appearing on another queue.

Icon

Location Queue Control toolbar

Description Click the Listen button to listen in on a call. You can listen to a caller leaving a voice mail message,to a call on hold, or to a conference call.

The parties being listened to may not be aware that someone is listening to the call. For moreinformation, see Determine if Someone is Listening to or Recording Your Interactions.

Tip: Click the Private button while you are connected to an interaction if you do not want anyoneto be able to listen to the conversation.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsDetermine if Someone is Listening to or Recording Your InteractionsListen to a CallListen to Someone Leave a Voicemail MessageUsing the Queue Control Toolbar

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Mute Button

Requirements: The "Mute" Interaction Command Right determines if the Mute button can appear on a toolbar. It also controlswhether the Mute command appears on a shortcut menu. The Mute Interactions Security right allows you to disable themicrophone on your telephone while working with an interaction appearing in My Interactions. The Modify Station Queues orModify User Queues Access Control rights allow you to disable your microphone for an interaction appearing on anotherqueue.

Icon

Location Queue Control toolbar

Description Click Mute to disable the microphone on your telephone so that the other party or parties cannothear what you are saying.

Click Mute again to reactivate the microphone.

If you are in a conference call hosted by a different CIC server and you put the call on hold, youshould first click Mute to avoid playing on-hold music to the other parties in a conference call.

Also, if you are currently being assisted by a supervisor, the customer no longer hears you, but thesupervisor can continue to converse with you. For more information, see Coach Button.

Note: The Mute button is unavailable if the call is not in a state in which this action can be performed.

Related TopicsUsing the Queue Control Toolbar

Pause Button

Requirements: The "Pause" Interaction Command Right determines if the Pause button can appear on a toolbar. It alsocontrols whether the Pause command appears on a shortcut menu. The Pause Interactions Security right enables you topause while recording an interaction appearing in My Interactions. The same Monitor Station Queues, Monitor User Queues,or Monitor Workgroup Queues Access Control rights that enable you to record an interaction appearing on another queuealso enable you to pause while recording.

Note: Pause is not available if you are making a Snippet recording. Snippet recordings can be started or stopped, but notpaused. Pause is also unavailable if the call is not in a state in which this action can be performed.

Icon

Location Queue Control toolbar

Description Use this button to control an ad-hoc recording session.

Click this button to pause the recording session. Click it again to resume the recording session.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record. Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsRecord a CallRecord ButtonRecording TypesSnip ButtonSecure Record Pause ButtonUsing the Queue Control Toolbar

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Pickup Button

Requirements: The "Pickup" Interaction Command Right determines if the Pickup button can appear on a toolbar. It alsocontrols whether the Pickup command appears on a shortcut menu. The Pickup Interactions Security right enables you topick up an interaction appearing in My Interactions. The Modify Station Queues, Modify User Queues, or Modify WorkgroupQueues Access Control rights enable you to pick up an interaction appearing on another queue.

Icon

Location Queue Control toolbar

Description Click this button to pick up the current interaction, or to take the current interaction offhold.

Note: The Pickup button is unavailable if the interaction is not in a state in which this action can be performed.

Related TopicsPick Up a Call From VoicemailUsing the Queue Control Toolbar

Private Button

Requirements: The "Private" Interaction Command Right determines if the Private button can appear on a toolbar. It alsocontrols whether the Private command appears on a shortcut menu. The Private Interactions Security right enables you tomark an interaction appearing in My Interactions as private.

Icon

Location Queue Control toolbar

Description Click this button to prevent other Customer Interaction Center users from recording or listening toyour conversation.

Warning: Use of the Private feature may be subject to your company’s policies and should onlybe used in accordance with those policies. CIC handler customization can be used to track theuse of the Private feature to ensure compliance with such policies.

Related TopicsUsing the Queue Control Toolbar

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Record Button

The Record button enables you to make recordings of all or selected parts of an interaction. These Ad hoc recordings are stored asWAV or XML files.

Requirements: The "Record" Interaction Command Right determines if the Record button can appear on a toolbar. It alsocontrols whether the Record command appears on a shortcut menu. The Record Interactions Security right enables you torecord an interaction appearing in My Interactions. The Monitor Station Queues, Monitor User Queues, or Monitor WorkgroupQueues Access Control rights enable you to record an interaction appearing on another queue.

Icon

Location Queue Control toolbar

Description Click Record to record the currently selected call. A call recording is saved as a. wav file.

Clicking Record the first time starts the recording session for a call. Clicking Record again stops therecording session for a call.

Note: You can press the Record button more than once to stop or continue recording yourinteraction. The CIC client stores each part of the recorded conversation in separate audio filesor text files, and sends them to you in email message attachments after you end the call.

Note: The Record button is unavailable if the call is not in a state in which this action can be performed or if you do not haverights to record calls. Contact your CIC administrator if you need security rights to use this feature.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsRecord a CallRecord a Chat SessionSnip ButtonUsing the Queue Control Toolbar

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Secure Pause Button

Requirements: The "Secure Recording Pause" Interaction Command Right determines if the Secure Pause button can appearon a toolbar. It also controls whether the Secure Pause command appears on a shortcut menu. The Secure Recording PauseInteractions Security right enables you to secure pause a recording of an interaction appearing in My Interactions.

Note: The Secure Pause button is enabled when you select the parent interaction (call), not the recording.

Icon

Location Queue Control toolbar

Description Click Secure Pause to avoid recording sensitive information, such as a Social Security number orcredit card number, when you are connected to a call interaction.

During a secure recording pause, your recording of the interaction (and all recordings by any othermonitors of this interaction) are paused for a configured period of time. The Secure Pause buttondisplays a countdown timer of how long all recordings will continue to be paused. The Secure Pausedoes not end until the timer reaches zero.

You can press Secure Pause again during a pause to reset the countdown timer to the maximumduration of a pause. The maximum duration of a Secure Pause is configured in InteractionAdministrator. Contact your CIC administrator if you have questions about the length of a SecurePause.

Tip: Pressing Secure Pause multiple times during a pause does not increase the duration beyondthe maximum time limit.

Note: The final recording contains a beep to indicate secure (non-recorded) segments. Therecording does not play silence during the secure pause segment. These segments are omittedfrom the recording.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsRecord a CallRecording TypesSecure Pause a RecordingUsing the Queue Control Toolbar

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Snip Button

The Snip button enables you to make recordings of all or selected parts of an interaction. Interaction Recorder manages theseSnippet recordings and stores them in the CIC database. For more information about the differences between Snippet and Ad hocrecordings, see Recording Types.

Note: Snippet recordings of email interactions are available only if your CIC administrator separately enables this feature.Snippet recordings of email interactions are not available by default.

Requirements: See the Requirements for Snippet Recordings.

Icon

Location Queue Control toolbar

Tip: The Snip button does not appear on the Queue Control toolbar by default. If you have theappropriate rights and license, you can customize the toolbar and add the Snip button.

Description Click Snip to make a snippet recording of the currently selected call or chat.

Note: Snippet recordings of email messages is not enabled by default.

Clicking Snip the first time starts the recording session for a call. Clicking Snip again stops therecording session for a call.

Note: You cannot use Pause during a Snippet recording. However, you can use the Snip button tocreate multiple recordings during the same interaction, skipping over the parts you don't want torecord. The Snip button is unavailable if the interaction is not in a state in which this action canbe performed or if you do not have the appropriate rights. Contact your CIC administrator if youneed security rights to use this feature.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsRecord a CallRecord a Chat SessionRecording TypesUsing the Queue Control Toolbar

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Transfer Button

Requirements: The "Transfer" Interaction Command Right determines if the Transfer button can appear on a toolbar. It alsocontrols whether the Transfer command appears on a shortcut menu. The Transfer Interactions Security right enables you totransfer an interaction appearing in My Interactions. The Modify Station Queues, Modify User Queues, or Modify WorkgroupQueues Access Control rights enable you to transfer an interaction appearing on another queue.

Icon

Location Queue Control toolbar

Description Click this button to open the Transfer dialog box where you can enter the telephone number of thetransfer recipient in the Transfer to: text box, then click OK to complete the transfer.

Note: The Transfer button is unavailable if the selected interaction is not in a state in which this action can be performed.

Related TopicsTransfer a Call After Consulting the RecipientTransfer a Call to Another Person’s VoicemailTransfer a Call Using a Transfer ButtonTransfer a Call Without Consulting the RecipientUsing the Queue Control Toolbar

Voicemail Button

Requirements: The "Voicemail" Interaction Command Right determines if the Voicemail button can appear on a toolbar. Italso controls whether the Voicemail command appears on a shortcut menu. The Transfer Interactions to Voice Mail Securityright enables you to transfer an interaction appearing in My Interactions to your voice mail.

Icon

Location Queue Control toolbar

Description Click this button to transfer a selected call to your voice mail account.

Use this button if you want to send an incoming call to your voice mail instead of speaking with thecaller.

Note: The Voicemail button is unavailable if the call is not in a state in which this action can be performed.

Related TopicsSend to Voicemail ButtonTransfer a Call to Another Person’s VoicemailTransfer a Call to Your VoicemailUsing the Queue Control Toolbar

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Using the Directory ToolbarUse the Directory toolbar to simplify working with contacts and managing the flow of incoming interactions. The Directory toolbarprovides actions involving directory entries and active interactions. The Directory toolbar is located at the bottom of each directorytab.

Some buttons may not be available in all situations. If a button appears shaded, or grayed-out, you may not be able to use it on thecurrently selected interaction or contact.

Related TopicsDirectory Toolbar ButtonsUsing the Toolbars

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The following list contains the buttons available for the Directory toolbar.

Toolbar Button Function

Dial

Initiate a Chat Session

Voicemail

Transfer

Park on Queue

Properties

Change User’s Status

Camp on an Internal Extension

User Activations

Workgroup Activations

Related TopicsUsing the Directory Toolbar

Directory Toolbar Buttons

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Camp Button

Requirement: The HideClientCamp server parameter controls whether the Camp button appears in the Directory toolbar formembers of selected workgroups. If you do not see this button, contact your CIC administrator

Icon

Location Directory Toolbar

Description Click this button to camp on the internal extension of a selected directory entry.

Use this button to watch another user’s status. You are alerted when the other user’s status changesto an available type.

Related TopicsCamp Desktop AlertCamp on an Internal Extension

Change User’s Status Button

Requirements: You need the Change Status Users right for the selected user to set another user’s status.

Icon

Location Directory Toolbar

Note: The Change User’s Status button may not appear on your Directory toolbar by default.Contact your CIC administrator about the necessary user rights. For a list of available buttons,see Directory Toolbar Buttons.

Description You can set another user’s status in the Company Directory.

Related TopicsDirectory Toolbar ButtonsSet Another User’s Status

Initiate New Chat Button

Icon

Location Directory Toolbar

Keyboard shortcut Ctrl+Shift+C

Description Click this button to start and participate in intercom chats with other CIC client users.

Note: To initiate an intercom chat, you need the View Directory Status Columns Access Controlright for the Logged In column in the directory view. This enables the CIC client to determine ifanother CIC user is available for a chat. This right enables the Chat button when another CIC isavailable for a chat.

Related TopicsInitiate a Chat Session

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Dial Button

Icon

Location Directory Toolbar

Description Use this button to dial a specific number associated with a selected directory entry by doing one ofthe following:

Select an entry in the Company Directory and then click the Dial button to dial the defaultnumber.Select an entry in the Company Directory and then click the arrow on the Dial button. Click one ofthe displayed "Dial" entries to dial the associated number.

Related TopicsDirectory Toolbar ButtonsMake a Call Using a Dial ButtonMake a Call Using the Dial ButtonView and Edit Directory Entries

Park on Queue Button

Icon

Location Directory Toolbar

Description You can place any connected call or connected ACD-routed email interaction in your queue in aselected user’s queue or workgroup queue.

Select a directory entry and then click this button. This removes the interaction from your queue (MyInteractions). It appears in the selected person’s queue.

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Properties Button on the Directory Toolbar

Icon

Location Directory Toolbar

Description The Properties button on your Directory toolbar enables you to view and edit detailed information forthe selected directory entry. For more information, see View and Edit Directory Entries.

Related TopicsView and Edit Directory Entries

Send to Voicemail Button

Icon

Location Directory Toolbar

Description Use this button to transfer a call to a selected CIC user’s voice mail account.

Select a directory entry and click this button. The currently selected call is transferred to thedesignated user’s voice mail.

Note: The Voicemail button is unavailable if the call is not in a state in which this action can be performed.

Related TopicsTransfer a Call to Another Person’s VoicemailTransfer a Call to Your VoicemailUsing the Queue Control ToolbarVoicemail Button

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Transfer Button

Requirements: The "Transfer" Interaction Command Right determines if the Transfer button can appear on a toolbar. TheTransfer Interactions Security right enables you to transfer an interaction appearing in My Interactions.

Note: For more information about checking which numbers are associated with your directory entries, see View and EditDirectory Entries.

Icon

Location Directory Toolbar

Description Use this button to transfer a call to a specific number associated with a selected directory entry bydoing one of the following:Select an entry in the Company Directory and then click the Transfer button to transfer the call to thedefault number.Select an entry in the Company Directory and then click the arrow on the Transfer button. Click oneof the displayed "Transfer" entries to transfer the call to the associated number.

Related TopicsTransfer a Call Without Consulting the RecipientView and Edit Directory Entries

User Activations Button

Requirement: You need the Interaction Supervisor Plug-In: Workgroups license. To use this license, you must also enablesupervisor features.

Icon

Location Directory Toolbar

Description Click this button to manage the workgroup activation status for the selecteduser.

Related TopicsChange a User's Activated Workgroups

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Workgroup Activations Button

Requirement: You need the Interaction Supervisor Plug-In: Workgroups license. To use this license, you must also enablesupervisor features.

Icon

Location Workgroup Directory Toolbar

Description Click this button to manage the activation status for the members of thisworkgroup.

Related TopicsChange a User's Activated Workgroups

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Configuration Options

Requirements: You need the Customize Client Security right to customize your personal CIC client configuration settings.

The CIC client organizes your configuration options in a single dialog box.

CallsFollow Me RoutingPersonal Prompts

Connection

Email

Features

Monitored Appearances

General

Related TopicsUnderstanding the Application Settings Dialog Box

Understanding the Application Settings Dialog Box

Requirements: You need the Customize Client Security right to customize your personal CIC client configuration settings.

You use the Application Settings dialog box to control the appearance and behavior of Interaction Connect.

To access the Application Settings dialog box:Open the menu and select Settings.

You select the appropriate settings node in the Navigation pane. You configure individual configuration settings in the Propertiesdetails pane.

Accessing the Application Settings Dialog Box

Using the Application Settings Dialog Box

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1 Navigation pane The available types of settings are in a tree view control on the left. Click any node to display thesettings for that node.

2 Properties detailspane

The settings associated with each node appear in the Properties details pane.

Add-in ArchitectureYour company's in-house developers can add custom features to the CIC client. An add-in is a piece of customer code or customerGUI that the CIC client detects and loads into a secure context, protecting both the CIC client and the customer from potentialproblems. This piece of code can then interact with core CIC client functionality without risk.

Contact your CIC administrator for more information about any custom features your company may have added to the CIC client.

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Alerting Options

Requirements: You need the Customize Client Security right to configure an alerting option.

You can have multiple interactions in the My Interactions queue. However, you can perform actions (such as mute, record, transfer,etc.) on only the currently selected interaction.

When you enable this option, Interaction Connect automatically selects the oldest interaction that is not disconnected when youdisconnect your current interaction.

To automatically select the next interaction:1. In the Applications Settings dialog box, click Alerting.2. Select the Auto select interactions after disconnect check box.3. Click Save Settings.

The CIC administrator can configure how Interaction Connect notifies you of new incoming calls, faxes or voice mail, among otheroptions. For more information about these alerting options, see:

Voice Mail / Fax PagingMy Interactions Ring SoundsDesktop Alerts

Calls Configuration

Requirements: You need the Customize Client Security right to customize your personal CIC client configuration settings.

Calls options control automatic disconnects on outbound calls, automatic pickups on held calls, call waiting, account andworkgroup codes availability, and other features.

To set calls options:1. In the Application Settings dialog box, click the Calls node.

2. In the Calls property details pane, complete the fields as described in Calls Options.3. Click Save Settings to save your selections and close the Application Settings dialog box.

Note: As of CIC 2016 R3, you can set the Add account codes or workgroup when dialing option. Your CIC administrator can setthe other call options for you.

Calls Options

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Timeout for external calls (inseconds):

This option determines the number of seconds your outgoing calls ring before they aredisconnected.

Note: This setting is always used for calls forwarded to you when your status isAvailable, Forward. For calls you place yourself, this time out setting is ignored unlessAnalyze outgoing external calls is also selected and you are dialing from the CICclient. If you are dialing manually (using the handset), your outgoing call ignores thissetting and continues ringing until answered.

Add account codes or workgroupwhen dialing

If enabled, the Advanced Dialing Options dialog box appears when you start a call. Itdefaults to the last account code you used. For more information, see Advanced DialingOptions.

Analyze outgoing external calls If enabled, Telephony Services (TS) monitors whether the outgoing interaction connects toa person or an answering machine.

An interaction is listed in the Dialing state after dialing a number from the Number field.After the remote party picks up the interaction, the state changes to Connected. If aninteraction does not connect, then TS tries to diagnose why the attempt to connect failed.TS displays the reason: the other party did not answer or the line is busy.

Show alert when call becomesunsecure

If enabled, an open lock appears when a call is downgraded from secure to non-secure.

Enable call waiting If enabled, you are notified when another call is coming in while you are on the phone.

Mute calls when transferring If enabled, transferred calls are muted so the caller cannot hear what you are saying.(However, the transfer recipient can hear you.) Once you have either transferred the call orclosed the Transfer dialog box, the call is no longer muted.

Open new window for incomingcalls

If enabled, the Interaction Properties dialog box appears every time you receive a call. Youcan enter notes on the current call in this dialog box. For more information, see InteractionProperties Dialog Box.

Operator target number: This option determines the telephone number or extension to which callers who choose 0(zero) to exit out of your voice mail are sent.

Related TopicsUnderstanding the Application Settings Dialog Box

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Connection Settings

Requirements: You need the Customize Client Security right to customize your personal CIC client configuration settings.

At several points during the log on process, you can save your selections. Use the Connection page of the Application Settingsdialog box to adjust these automatic logon settings.1. In the Applications Settings dialog box, click Connection.2. Adjust these settings as needed:

Default Language Note: This option is available only if your CIC administrator installs optional languagepacks on the CIC server. Also, your browser's language setting controls the formatsused for dates, times, currency, and numbers.

To change the language used in the Interaction Connect interface, do one of the following:Select a language.

To use your browser's language setting for the interface, click the X in the drop-down list.This clears the current selection and sets the list to Detect automatically.

Automatically select"server" as the server atlog on.

This setting automatically selects the server named here as your Interaction Center server.

Always use "type ofauthentication" toauthenticate with"server".

If your CIC administrator has enabled Single Sign On, this setting automatically selects thetype of authentication to use with this CIC server when you log on to Interaction Connect.

Always use the station"station" when I log on to"server".

This setting automatically supplies the name of your workstation or remote number whenyou log on using this CIC server.

3. Click Save Settings.

Related TopicsLogging OnSingle Sign On

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Email Configuration

Requirements: You need the Customize Client Security right to configure email pickup or reply options.

You can block the automatic downloading of pictures or other linked content in ACD-routed email messages. Automatic downloadscan verify your email address to spammers and cause you to receive more junk email. Automatic downloads can also consumebandwidth and cause email messages to open more slowly.

Note: You can unblock picture downloads on a case by case basis in the Current Interaction view.

To configure email pickup or reply options:1. In the Applications Settings dialog box, click Email.2. Make the following selections:

Always download externalcontent in email messages

This check box controls the default behavior of email messages in the CurrentInteraction view when you pick up or reply to an ACD-routed email message.

Do one of the following:To download and display automatically any images included in ACD-routed emailmessages, select the check box.To prevent automatic downloading and display of images, clear the check box.

Result: Any ACD-routed email message which contains an image displays a warningmessage instead. If you trust the source of the email message and want to displaythe blocked image, you can click the "To protect privacy" banner in the receivedemail message.

Note: Blocking automatic image downloads speeds up email messagedownloads and can help protect you from junk email.

No longer show email aftersending

Select this option to clear the Current Interaction view automatically when you clickSend.

Note: This setting applies only when you reply to or forward an ACD-routedemail message. After you click Send, the Current Interaction view contains theoriginal (parent) email message.

No longer show email afterdisconnecting

Select this option to clear the Current Interaction view automatically when you clickDisconnect.

Note: This setting applies only when you reply to or forward an ACD-routedemail message. After you click Disconnect, the Current Interaction viewcontains the original (parent) email message.

3. Click Save Settings.

Related TopicsPick Up or Reopen an Email MessageReply to an Email MessageUnderstanding the Application Settings Dialog Box

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Feature SettingsYou can display some statistical views that help you manage agents. You need an Interaction Supervisor Plug-In: Workgrouplicense to configure which statistics appear in these views. Or you can use these views with a default selection of statistics whichdoes not require a Supervisor license.

You can also manage the activation status of agents. You need the Interaction Supervisor Plug-In: Workgroup license and theModify Workgroup Queues Access Control right for the selected workgroup.

To give CIC explicit permission to use your Interaction Supervisor Plug-In license:1. In the Applications Settings dialog box, click Features.2. Select the Enable supervisor features check box.3. Click Save Settings.

Related TopicsAgent StatisticsChange a User's Activated WorkgroupsChange Default Limit for Interactions in a Monitored QueueFilter a Queue ViewWorkgroup OverviewWorkgroup Statistics View

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Set Up Follow-me Routing

Requirements: You need the Follow Me Security right to use Follow-me routing in the CIC client. Your Phone NumberClassifications-Follow Me Access Control rights determine which phone numbers you can use as Follow-me numbers.

To handle calls when you are away from the office, the CIC client can search for you at different telephone numbers. The clientconsecutively calls the telephone numbers in a follow-me routing list. After locating you, the client can transfer the call to you atthat location.

You can set up follow-me routing in the CIC client. You can also use the Telephone User Interface to turn Follow-me on or off andconfigure Follow-me phone numbers. For information about setting up Follow-me numbers via the TUI, see the CIC TUI User's Guideor Quick Reference Card in the PureConnect Documentation Library.To add a follow-me phone number:1. In the Application Settings dialog box, click Calls > Follow Me.2. To prompt callers for their name, in the Follow Me properties details pane, select the Screen Calls check box.

Note: When you select Screen Calls and later answer a follow-me call, you hear a recorded segment from the callerbefore you accept the call. You can either accept the call or send it to voice mail.

3. Click Add Number.

4. In the Details section, complete the fields as described below.

Phone Number Enter a telephone number you want the CIC client to call if you are not available.

Dialing Pause

You can use both commas (,) and slashes (/) with the number. A comma causes a two-seconddelay and numbers typed after the slash are dialed only after a connection is made. Forexample, if you typed the number "555-1212 / 101, 2222", the first seven digits are dialed. Aftera connection is made, the digits 101 are dialed, and after two seconds, the digits 2222 aredialed.

Note: Use of the comma (,) to create a two-second delay is not supported in all platforms.

Timeout Specify the number of seconds the CIC client rings an external number. It defaults to 15seconds.

Note: If the forwarding number is an internal station extension, this timeout value isignored and the station is alerted for 45 seconds.

Use Pin To require that you or another call recipient must enter your CIC client password to accept thecall, select Use Pin.

Note: This feature can prevent someone else from answering your calls through thefollow-me routing process.

5. To add another number, repeat steps 3 and 4.6. Click Save Settings to save your settings and close the Application Settings dialog box.

To change your follow me settings:1. Perform any of the following actions to update your follow me settings:

To change the order of your follow-me numbers, select a number and click Move Up or Move Down.To delete a number, select a number and click Remove.To change the settings for a number, select the number and type new values in the Phone Number and Timeout and thenselect or clear the Use Pin checkbox.

2. Click Save Settings to save your settings.

Related TopicsUnderstanding Follow-me RoutingUnderstanding the Application Settings Dialog BoxStart Follow-Me Routing

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General Options

Requirements: You need the Customize Client Security right to configure general options.

To set general options:1. In the Applications Settings dialog box, click General.2. Make the following selections:

Confirm drag and dropinteraction operation This check box controls the behavior of the confirmation dialog box which

can appear anytime you perform a drag and drop operation such as dragging anddropping a call on another call to create a conference call.

Do one of the following:Select the check box to display the confirmation dialog box.Clear the check box to suppress the confirmation dialog box.

Notify me when alert soundscannot be played An alert can play a sound when it enters, updates, or exits some condition. A warning

appears when Interaction Connect cannot play an alert sound chosen in InteractionSupervisor. For more information, see Alert Sounds.

Do one of the following:Select this check box to display the warning even if you have previously chosen tosuppress it.Clear this check box to suppress the warning.

3. Click Save Settings.

Related TopicsCreate a Conference Call Using Drag and DropUnderstanding the Application Settings Dialog Box

Configure Monitored Appearances

Requirements: For information about required rights, see Working with Monitored Appearances. Also, you should set upmonitored appearances only for users at your site. You should not configure a monitored appearance for a user configured ona separate site (on another CIC server) or for multi-site users.

Use the Monitored Appearances property details pane to add, remove, and change the order of user queue in the MonitoredAppearances view.

Tip: If you have the appropriate rights, you can also drag and drop a user from the Company Directory to the MonitoredAppearances view to create a monitored appearance.

To add a monitored appearance:1. Do one of the following:

If you have not yet configured a monitored appearance, open the Applications Settings dialog box.If you already have one monitored appearance, in the Monitored Appearances view, right-click in the right side pane andselect Configure Appearances.

2. If not already selected, in the Application Settings dialog box, click the Monitored Appearances node.

3. In the Application Settings dialog box, click Manage Users.

Result: The Manage Users dialog box appears.

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4. Create a list of selected User queues by doing any of the following:

To add a user queue, In the Available list, select a name and click >.To remove a user queue, in the Selected list, select a name and click <.To rearrange the order in which the user queues appear in the Monitored Appearances view, select a name and use the upand down arrows in the Selected list.

5. When the Selected list contains the names of the user queues you want to monitor, click Select Users.

Result: The Application Settings dialog box reappears.6. To change the name that appears on the Monitored Appearances view for a user, double-click its Label cell. Type a unique

name for that monitored appearance. 7. To change whether this monitored appearance appears in the Monitored Appearance view, double-click its Active cell. Select

the Active check box to display the Monitored Appearance, clear the check box to hide the Monitored Appearance.8. To change the behavior of alerts for a Monitored Appearance queue, select a Monitored Appearance from the list and adjust its

settings.

Note: If all the users who are monitoring a user queue and the monitored user are all in a Do Not Disturb status, CICdoesn't alert any station. The call goes directly to voice mail. If any of the monitoring users or the monitored user are inan Available status, only that agent's station rings.

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Ringtelephonefor calls

Select this to ring your telephone when a new interaction arrives on the monitored queue.

Note: The Modify User Queues Access Control Right is required to enable the Ring telephone for calls orthe Ring application alerting options for a monitored appearance.

Ringapplication

Ringwhen onphone

Select Ring application to hear a ringing sound on your computer when a new interaction arrives on themonitored queue.

Tip: If you also check the Ring when on phone check box, incoming calls for the monitored user ring onyour computer even if you are already on the phone. For more information about the ways the CIC clientcan notify you of incoming interactions, see Answer an Incoming Interaction.

Displaydesktopalerts

Display a desktop alert for alerting interactions on this monitored appearance.

Note: Desktop alerts are not supported for all browsers.

Call RingSound

Next to the Call Ring Sound text box, click the controls to select and then preview the distinctive soundplayed when new calls arrive on this monitored user queue.

Note: This setting enables you to select a different sound for each of your monitored queues.

9. After you finish configuring monitored appearances, click Save Settings.

Related TopicsActivate and Deactivate Monitored AppearancesConfigure Monitored AppearancesDelete a Monitored AppearanceWorking with Monitored Appearances

Personal Prompts Options

Requirements: You need the Customize Client Security right to configure personal prompts options.

Personal prompts are messages that you record and which are played to people who call you. The specific prompt played to thecaller depends on your status.

Tip: To avoid being interrupted when recording, saving, and playing back prompts, it may be more convenient if you change yourstatus to a non-ACD status.

To set personal prompts options:1. In the Applications Settings dialog box, under Calls, click Personal Prompts.2. In the Personal Prompts properties details pane, do the following for each prompt you want to record:

a. Click Record.

Result: CIC initiates a telephone call to your station.b. Pick up the call and follow the verbal instructions to record the prompt.c. Press 1 on your telephone to end the recording. Or, click the Press 1 button.

Note: The Press 1 button is particularly useful if your station is a Web-Based Phone.

3. To activate the Agent Greeting prompt only, click ON.

Note: This control applies only to the Agent Greeting prompt. You do not need to activate any of the other prompts.

4. Optionally, do either or both of the following:To review a recorded prompt, click the Play button.

Note: If you have not previously recorded the prompt or the system cannot find the prompt file, you hear anerror message. Try recording the prompt again. If the problem persists, contact your CIC administrator.

To return a prompt to a generic recording, click Reset to Default.136

5. Click Save Setting to saveyour settings and close the Application Settings dialog box.

This section describes the types of prompts used by the CIC client and the conditions under which a caller hears a particularprompt.

Agent Greeting Record a message to play to callers before you answer an ACD call. This greeting, alsoknown as a "smile", is intended for use by call center agents who are members of aworkgroup and are receiving ACD calls.

You must set Agent Greeting to ON to enable this prompt.

This feature is best used with the Auto Answer Calls (user/agent attribute set inInteraction Administrator). When used with Auto Answer Calls enabled, your AgentGreeting plays to the caller as you are being alerted. The length of your Agent Greeting islimited to 10 seconds, and therefore, is considered an introduction or "smile".

Note: Once recorded, your Agent Greeting is played to all ACD callers alerting on yourqueue. To disable this greeting, your system administrator must delete your recordingfrom the CIC server.

Out of Office Record a message that is played if:You are in a DND status. (Your status is Gone Home, Out of the Office, or some other"not available" status.)

andYou have recorded the Out of Office message.

Note: If you are in a DND status, and did not both record and activate the Out ofOffice(OOO) message, the caller hears an automated status-based message such as"Your name is At Lunch." If no status-based message is available, the caller hears"Your name is not available."

No Answer

Record a message that is played if:You are not in a DND status. (Your status is Available; Available, No ACD; or someother "available" status).

andYou do not answer your phone.

andYou have recorded the Record No Answer message.

Note: If you are not in a DND status and did not record the Record No Answermessage, the caller hears a status-based message such as "Your name is working athome."

Follow Me Record a message that is played if your status is set to Available, Follow Me.

When you set your status to Available, Follow Me, your Follow Me message plays tocallers while the CIC client consecutively calls you at a series of numbers you set up tofind you and CIC eventually connects you to the caller.

Name Record your name. This recording is used in status-based messages, such as "Your nameis At Lunch."

Available, Forward

Use this button to record a message to play to callers when your status is set toAvailable, Forward. This message is played to callers while they wait for the CIC client toforward the call to you at another location. This prompt enables users to control themessage the CIC client plays to callers when it forwards calls to a remote location.

If you do not record this prompt, callers hear a standard prompt: "<User name> is at aremote location. Please hold while we transfer you to that location."

Related Topics

Personal Prompts Types

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Understanding the Application Settings Dialog Box

About Personal PromptsPersonal prompts are messages you record which are played to people who call you. The specific prompt played depends on yourstatus. The default statuses are divided into two categories; DND (Do Not Disturb) and a form of Available. Your CIC systemadministrator assigns these attributes to statuses in Interaction Administrator.

For example, if your status is a DND type (for example, At Lunch or Gone Home), then calls are automatically directed to your voicemail. The call does not ring to your station. If you have recorded and activated an "Out of Office Message," then your "Out of OfficeMessage" immediately plays to the caller.

If your status is a form of Available (for example, Available, Forward), then interactions alert your queue. If you recorded a "NoAnswer Message" and you do not answer an incoming call (the alert times-out), then your "No Answer Message" plays to the caller.If you have not recorded this personal prompt, then the above-mentioned generic message plays to the caller.

Note: A server parameter set in Interaction Administrator can suppress the generic message for "Available, Forward" status.Contact your PureConnect administrator for details.

Click here for possible status values.

Note: You can also use the default TUI (Telephone User Interface) to manage your personal prompts, including recording andactivating the Out of Office greeting and recording the No Answer greeting. For more information, see the CIC TUI User’s Guidein the PureConnect Documentation Library.

Related TopicsPersonal Prompts OptionsSet your status

Ring Sounds

Requirements: You need the Customize Client Security right to configure interaction ring sounds.

Ring Sounds configuration settings designate the MP3 files played for various types of interactions.

The sound for Calls plays when calls ring on your My Interactions queue. If you are working with Monitored Appearances, callsarriving on those queues could have a different sound. For more information, see Customize Monitored Appearance Alerts.The sounds for Chats, Emails, Callbacks, and all other interaction types play when these interactions arrive at your CIC clientstation.

To set ring sounds:1. In the Application Settings dialog box, click the Ring Sounds node.2. For each interaction type, select a ring sound from the drop-down list. Click the Play control to listen to the selected sound.3. When finished with your selections, click Save Settings.

Related TopicsCustomize Monitored Appearance AlertsUnderstanding the Application Settings Dialog Box

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Requirements: You need the Customize Client Security right to customize your personal CIC client configuration settings. Forother requirements, see Agent Optimizer Features and Requirements.

You can set reminder times for each type of scheduled activity. These setting control how far in advance you are alerted to changesin your scheduled activity. You display these schedule reminders by clicking the Activity Feed icon.

To set schedule reminders:1. In the Application Settings Dialog Box, click Schedule Reminders.

2. Change the current interval under any type of scheduled activity and select a different time.

3. Click Save Settings to save these new settings and close the Applications Settings dialog box.

Related TopicsUnderstanding the Application Settings Dialog Box

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Voice Mail / Fax PagingYour CIC administrator can set voice mail alerting options. These options control whether you receive alerts:

When you have voice mail.At a designated telephone number.For new voice mail messages.Every time you receive a voice mail message.Only for voice mail messages marked urgent.Any time of the day or only during specific hours (office hours, for example).

Customizing the InterfaceYou can customize queue or directory views.

Add or Remove View ColumnsAdd or Close ViewsChange View LayoutChange View OrderCustomize ColumnsCustomizing Queue Control ToolbarsDisplay the Response Management ViewDisplay the Workgroup and Profile ViewMove ViewsResize a Docking Zone

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Requirements: You need the Customize Client Security right to add views. Certain other rights control which views you candisplay. For more information, see the View General Directories, View Station Queues, View User Queues, View Workgroups,and View Workgroup Queues rights. In addition, certain plug-ins can dynamically register new categories of views.

Warning: Interaction Connect is an ICWS-based application. If you also use an IceLib-based application like IC BusinessManager or your Interaction Connect system includes an IceLib-based application like a screen pop or third-party integration,you need to log on to Interaction Connect before logging on to the IceLib-based application. Otherwise, Interaction Connectmay not be able to acquire the Client Access license it needs to function properly. You may not be able to add views for whichyou have rights or see default views like the Company Directory. If you experience this problem, contact your PureConnectadministrator or Genesys Customer Care.

You can:Determine which available views appear in your interface, including directory and queue views, speed dial, personal and publiccontacts, and call history.Edit some views, such as Speed Dial. You can create new speed dial views, edit the name of an existing speed dial view, ordelete an existing speed dial view (assuming you have the correct permissions).Control where the views appear. You can drag and drop views from zone to zone. For more information, see DockingArchitecture.Configure which columns appear in the selected views and the order in which the columns appear. For more information, seeAdd or Remove View Columns.

Tip: Views with contents that are unique to your interface have the text "Private" in their name (for example, IC PrivateContacts.) When you add a view, private Speed Dial views and Directory views display a lock icon next to their name in theAvailable items list.

To add views:1. Click the Add View icon (plus sign) next to any tab.2. Do one of the following:

Select a view from the Quick Picks list.

The view is added.

Click Show All Views.

Continue to the next step.3. Optional. In the Add Views dialog box, use the Search text box to locate the appropriate view.4. Select one or more views from the view categories.5. Click the Add View button.

To close a displayed view:Click the Close button (x) on a view tab.

Related TopicsCustomizing the InterfaceUnderstanding the Application Settings Dialog BoxWorking with the Company DirectoryWorking with Other Directories

Add or Close Views

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Requirements: The Customize Client Security Right enables you to add or remove view columns. The View Directory StatusColumns Access Control right determines which Status columns you can add to a directory view. The View Queue ColumnsAccess Control right determines which columns you can add to a queue view.

You can add or remove columns from any queue or directory view.

To add or remove a column:1. Click the Choose Columns control on the directory view.

Result: The Choose Columns dropdown list appears.

2. Do one of the following:To add a column, select the checkbox for the column name.To remove a column, clear the checkbox for the column name.

3. When finished, click outside the Choose Columns dropdown list.

Related TopicsChange View LayoutCustomize ColumnsWorking with the Company DirectoryWorking with Other Directories

Add or Remove View Columns

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Using a flexible docking architecture, you can arrange views within the Interaction Connect interface, placing them in moreconvenient locations to suit your needs.

To move a view, click and hold the tab with your mouse and start dragging it. Docking icons appear on the Interaction Connectwindow, showing you locations where you can create a new docking zone and move the view.

When you drag the view on top of an arrow, Interaction Connect indicates the area to which the view moves when you "drop" it. Youcan also drag a view within its current set of tabs to reorder it. Or you can drag a view to another set of tabs and drop it there.

1 Selected view To move a view, click and hold on its tab and start dragging it.

2 Selecteddocking zone

When you drag the view on top of an arrow, Interaction Connect indicates the area to which the viewmoves when you release your mouse and "drop" it.

Tip: You can also drag a view within its current group of tabs to reorder it.

3 Create newdocking zones

These arrows indicate the areas where you can create a new docking zone to hold the currentlyselected view.

Related TopicsAdd or Close Views

Change View Layout

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To change the order of views in a zone:1. Click and hold on the tab for the view you want to move.2. Drag and drop the tab in its new position on the tab line (on top of the tab currently occupying the target position.)

Related TopicsAdd or Close Views

Requirements: The Customize Client Security Right enables you to customize columns.

Any changes you make to the order and size of columns are persisted between logons to the same CIC server from the same webbrowser. A horizontal scroll bar appears as needed if the total width of the columns exceeds the space available in the browserwindow.

To reorder columns:1. Click and hold on a column heading.2. Drag it over the desired location.3. Release the column heading.

Note: Although you can reorder the columns in a queue view such as My Interactions, the "Interaction Type" column is alwaysfixed to the left. (Or to the right, for Right-to-Left languages.)

To resize columns:Drag the boundary on the right side of the column heading until the column is the width you want.

To sort a view:Click on a column heading to sort the contents of a view.Click on the same column heading to sort the contents in reverse order.

Related TopicsAdd or Remove View ColumnsChange View LayoutWorking with the Company DirectoryWorking with Other Directories

Change View Order

Customize Columns

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Requirements: The Customize Client Security Right enables you change the buttons in a Queue Control toolbar. You also needspecific rights to add and use buttons on the Queue Control toolbar. For more information, see Using the Queue ControlToolbar.

You can add, remove, or rearrange buttons on Queue Control toolbars.

The Queue Control toolbar appears on each queue management view (such as My Interactions). Button configuration is specific toeach queue view; that is, you can have a different toolbar configuration on each queue view.

To customize a Queue Control toolbar:1. Right-click anywhere in a Queue Control toolbar and click Customize Toolbar.2. In the Customize Toolbar dialog box, do any of the following:

To add a button to the toolbar, from the Available Buttons list, select a button name and click >.To add all the available buttons, click ».To remove a button from the toolbar, from the Selected Buttons list, select a button name and click <.To remove all buttons from the toolbar, click «.To change the order of buttons on the toolbar, from the Selected Buttons list, select the button name and use the Up andDown arrows to move the button to the desired position on the toolbar.In the Button Style section, make a selection that determines whether the buttons have labels and, if labeled, where thelabels appear.

3. Do one of the following:

Click Save to save the new settings.Click Cancel to discard any changes you made to the toolbar this time.Click Reset to Defaults to return the toolbar to its default configuration.

Related TopicsCustom ButtonsCustomizing the Interface

Customizing Queue Control Toolbars

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You can move any view to a new location.1. Click and hold the tab for the view you want to move.

2. Without letting go of the view tab, do one of the following:To add the view to an existing group of tabs, point to that group.To create a new docking zone and move the view there, point to a docking zone arrow.

3. Release the button to drop the view in its new location.

Result: The view automatically moves to the chosen area.

Related TopicsAdd or Close ViewsChange View Layout

Move Views

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Use the splitter area to resize docking zones.

1 Horizontalsplitter area

To change the height of a zone, point to horizontal splitter area between the zones. When the pointerchanges into a resize cursor, drag the splitter up or down.

2 Verticalsplitter area

To change the width of a zone, point to the vertical splitter area between the zones. When the pointerchanges into a resize cursor, drag the border to the right or left.

Related TopicsAdd or Close ViewsChange View Layout

Resize a Docking Zone

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Working with Account and Wrap-Up CodesIf you have the appropriate rights, you can assign account codes to interactions. These account codes are useful for reporting andbilling purposes. For more information, see Understanding Account Codes.

Requirements for Assigning Codes:

To display Account Code fields, you need the View Account Codes Access Control right.

To assign an Account Code to an interaction, you need the Account Code Verification Security right.

To see the Advanced Dialing Options dialog box, enable the Add account codes or workgroup when dialing configurationoption in Calls Configuration

To display the Account code and Wrap-Up code columns in My Interactions, you need the View Queue Columns AccessControl right.

To assign a Wrap-Up code, you must be a member of a workgroup for which Wrap-Up codes are configured and active.

Administrators can create and configure Account Codes in Interaction Connect.

Requirements for Configuring Account Codes:

To display the Account Codes view, you need the Master Administrator right or Administrator Access rights to at least oneaccount code.

If you have Administrator Access to All account codes, you can view, edit, delete, or add any account code.

If you have Administrator Access to only the account codes in selected Access Control Groups, you can view, edit, delete, oradd account codes only for those Access Control Groups.

If you have Administrator Access only to selected account codes, you can view, edit, or delete only those account codes. Youcannot add any account codes.

This section provides background information on account codes and Wrap-Up codes and how they are used in this CIC client.

Related TopicsAdvanced Dialing OptionsAssign Codes to an InteractionAssign Codes to an Incoming InteractionAssign Codes to an Outgoing InteractionConfigure Account CodesUnderstanding Account Codes

Advanced Dialing OptionsAdvanced Dialing enables you to assign an Account Code and designate a workgroup for outgoing calls.

Note: Designating a workgroup after you dial enables you to associate an outbound call with your workgroup. For moreinformation, see Dial on Behalf of a Workgroup.

Your system must be appropriately configured in order for you to use Advanced Dialing Options. Also, your CIC administrator mustconfigure this feature in Interaction Administrator before it is available to you.

In Interaction Administrator, your CIC administrator:Configures and enables Account Codes.

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Note: Administrators with the appropriate rights can also configure account codes in Interaction Connect. See ConfigureAccount Codes. If your CIC administrator wants you to designate only a workgroup name on outgoing interactions, AccountCode configuration is not required.

Grants you access to all or some of the configured Account Codes.(Optionally) Enables Advanced Dialing Options on your CIC user account.

Assigns you to at least one ACD workgroup.

In the CIC client, you:Select the Add account codes or workgroup when dialing option in Application Settings to display the Advanced Dialing Optionsdialog box when you start a call.

If Advanced Dialing Options are appropriately configured, the Advanced Dialing Options dialog box appears when you start a call.

Note these things about the Advanced Options dialog box:If Account Codes are enabled in Interaction Administrator and the Advanced Dialing Options dialog box appears, an accountcode is required.

Note: There is no blank or <none> account code as there is in the Workgroup drop-down list. Your administrator cancreate a dummy account code for situations where a real account code does not apply; for example, a personal call.Contact your CIC administrator if you have questions about which account code to use.

A workgroup code enables you to associate an outbound call with your workgroup. Primarily used for administrative andreporting purposes, this feature enables the call to count toward an agent’s and the workgroup’s statistics. For moreinformation, see Dial on Behalf of Workgroup.The Workgroup drop-down list contains the names of the ACD workgroups in which you are currently active. For moreinformation about setting your status to active, see Change Your Workgroup Activation Status.You can leave the Workgroup blank for calls not made on behalf of a workgroup.You can only associate a call with a workgroup at the time the call begins.After you dial on behalf of a workgroup, you cannot associate the call with another workgroup.Even if Advanced Dialing Options are appropriately configured, if you don't have access to account codes and you deactivateyour workgroup status, the Advanced Dialing Options dialog box doesn't appear.

Related TopicsAssign Codes to an Outgoing InteractionCalls Configuration

Using the Advanced Dialing Options dialog box

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Assign Codes to an Incoming Interaction

Requirements: See Working with Account and Wrap-Up Codes.

You can assign Account codes and Wrap-Up codes to an incoming interaction in the Interaction Properties sidebar.

To assign an account code to an incoming interaction:1. Select the incoming interaction and click the Pickup button, or pick up your telephone handset.2. In the Interaction Properties sidebar, select an Account code and Wrap-Up code.

Result: The codes you assigned to the interaction appear in the Account Code and Wrapup Code columns of your queue.

Related TopicsAssign Codes to an InteractionUnderstanding Account CodesUnderstanding Wrap-Up Codes

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Assign Codes to an Outgoing Interaction

Requirements: See Working with Account and Wrap-Up Codes.

If your company uses account codes or tracks calls by workgroup, then you can be prompted to assign an account code or ACDworkgroup every time you make a call. Your system must be appropriately configured in order for you to be prompted. For moreinformation, see Advanced Dialing Options.

Tip: You can also assign an Account code in the Interaction Properties sidebar. In the same sidebar, you can assign a Wrap-Upcode to an outgoing interaction made on behalf of a workgroup.

To assign an account code or a workgroup to an outgoing interaction:1. Click the Make a phone call icon.

Result: The Advanced Dialing Options dialog box appears2. Type a phone number or select a recently-called number from the Number drop-down list.

3. Select the appropriate Account Code or Workgroup code.

Note: Account code defaults to the last account code you used.

4. Click Make Call.

Related TopicsAdvanced Dialing OptionsSidebarUnderstanding Account Codes

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Understanding Account Codes

Requirements: See Working with Account and Wrap-Up Codes.

In the CIC client, you can use account codes to organize interactions by customer. You may find this feature useful for customerbilling purposes, or if you process interactions through Customer Interaction Center for more than one company. Your systemadministrator can generate reports to categorize call details by account codes.

You can assign account codes to incoming and outgoing interactions or from any Interaction Object (such as calls, emailmessages, chat sessions, or callback objects).

When working with account codes, it is important to note the following restrictions:You cannot split an interaction between account codes.You can only assign one account code per interaction.You cannot assign, change, or delete an account code after it disappears from your queue unless you have permission tomodify the queue to which the interaction transfers.When you are working with a callback request, chat, or email interaction, select the appropriate account code in the InteractionProperties sidebar.You are prompted to assign account codes to outgoing interactions in the Advanced Dialing Options dialog box only if yourcompany uses account codes and your system is appropriately configured. For more information, see Advanced DialingOptions.

Related TopicsWorking with Account and Wrap-Up CodesAssign Codes to an Incoming InteractionAssign Codes to Outgoing Interaction

Understanding Wrap-Up CodesYour CIC administrator can associate Wrap-Up codes with any workgroup queue. Wrap-Up codes indicate the nature of aninteraction; for example, a billing problem, a new order, or a service request. Your CIC administrator can generate reports tocategorize call details by Wrap-Up codes.

You must be a member of a workgroup for which Wrap-Up codes are configured in order to assign a Wrap-Up code. If you havequestions about your Wrap-Up code permissions, contact your CIC system administrator.

If you take part in an interaction on a queue where Wrap-Up codes are configured and activated, you can enter a Wrap-Up codeduring the interaction or wait to be prompted to enter a Wrap-Up code when you complete your part of the interaction. A phone-onlyagent can enter the digits for the Wrap-Up code from the phone keypad after he or she completes their part of the interaction. Yourpart of an interaction is ended when you disconnect, or transfer an internal or external interaction to another person, park theinteraction, or send it to voice mail.

You can also be prompted to enter a Wrap-Up code when an external call is brought into a conference call. The agent who first

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answered the call is prompted for a Wrap-Up code when the external party disconnects or the agent disconnects from theconference.

The following rules apply to Wrap-Up codes:You can assign Wrap-Up codes to all incoming ACD-routed interactions and to outgoing calls that are dialed on behalf of aworkgroup.You can assign or change a Wrap-Up code any time during an interaction. See Interaction Information View and Assign Codesto an Interaction.If a Wrap-Up code is required and you have not already assigned one, you are prompted to assign a Wrap-Up code after your partin the interaction ends.You cannot assign, change, or delete a Wrap-Up code after the interaction disappears from your My Interactions queue.Wrap-Up codes do not have a default value. If you do not select one of the pre-defined Wrap-Up codes, no code is assigned.Wrap-Up codes can be used for inbound email messages. Wrap-Up codes are not used for outbound email messages, includingreplies or forwarded email messages.

If you do not assign a Wrap-Up code during an interaction on a queue configured for Wrap-Up codes, a dialog box may appear toprompt you to enter a Wrap-Up code. An Interaction Administrator configuration setting controls whether dialog box appears. Youradministrator can also configure the length of time the dialog remains active before automatically closing. However, this cannotexceed the amount of time disconnected interactions remain in My Interactions. If you have questions about this feature, see yourCIC administrator.

Note: If a supervisor assigns a Wrap-Up code for the interaction while the Wrap-Up code prompt is being displayed, the newlyselected code appears in the Wrap-Up Code drop-down list. You cannot change this code from the prompt. However, you canchange it, if needed, in the Interaction Properties sidebar. You can then close the Please Assign a Wrap-Up Code dialog box orwait for the dialog box to close automatically when the Wrap-Up time limit is reached.

When you type the first few characters of the Wrap-Up code or name, the CIC client jumps ahead to the first match, allowing youto select the appropriate Wrap-Up code quickly.You cannot sort Wrap-Up codes by code or name; they are automatically sorted alphabetically by description.

Related TopicsWorking with Account and Wrap-Up Codes

Assigning a Wrap-Up Code

Wrap-Up Code Prompt

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Interaction Connect and AltocloudAltocloud is a customer journey analytics platform that analyzes all kinds of visitor journey behavior and data. Your organizationcan use it to observe and analyze visitors on your digital properties, such as websites. Altocloud can predict what it will take forvisitors to achieve a desirable business outcome, and then acts to offer the most appropriate and effective channel to assist themin completing their journey.

The first phase of the PureConnect integration with Altocloud enables your organization to track the sequence of pages a websitevisitor sees and the actions they take. It also enables your organization to automatically offer chat interactions with websitevisitors who trigger specific actions, as long as there are agents available to handle the interactions. Once an interaction isconnected to a licensed agent, the agent can view a map that outlines the visitor's journey on the website.

Requirements: The Altocloud view is available in Interaction Connect only if the CIC system has the required feature andagent licenses and the administrator completes the appropriate Altocloud and CIC configuration and setup. For moreinformation, see the PureConnect Integration with Altocloud Technical Reference in the PureConnect Documentation Library.

Agent and Customer ExperienceIn a typical experience, a visitor to your organization's website clicks various tabs and buttons, making choices and possiblyentering some data. At the appropriate point in the visitor's journey, Altocloud offers assistance by prompting the visitor to initiatea chat with an agent. The chat widget may also prompt the customer to enter additional information or to type a question. Thisinitiates a chat interaction which PureConnect routes to the appropriate workgroup. An agent picks up the chat interaction and usesthe Current Interaction view to chat with the visitor. The agent can also get additional information by viewing the visitor's websitejourney in the Altocloud view. As the agent and visitor chat, the visitor sees the agent's chat messages in the Genesys chat widgetvisible on your organization's website.

Widget ConfigurationAs part of enabling Altocloud, your PureConnect administrator must configure a widget in Interaction Connect and deploy it to yourwebsite.

Note: To enable Altocloud-initiated chats, the PureConnect administrator should complete the required General Configurationfor widgets and copy the generated script tag to your organization's website. Configuration of the Web Chat Plugin is notrequired for Altocloud chats. The Web Chat Plugin configuration is needed only for web chats. For more information about chattypes, see Working with Chat Sessions.

For more information, see Widgets.

Related DocumentationA list of Altocloud documentation is available at https://all.docs.genesys.com/ATC#t-1. See the PureConnect tab.The PureConnect Integration with Altocloud Technical Reference in the PureConnect Documentation LibrarySee also Altocloud Integration in the PureConnect Documentation Library.

Related TopicsAltocloud viewWorking with Chat Sessions

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Altocloud view

Requirements: See Interaction Connect and Altocloud.

The Altocloud view displays a visitor's journey on your company's website. It gives you a real-time visualization of their experienceand enables you to assist them in achieving their goal, whether it is ordering a product, requesting a quote, or some other specificmilestone.

The Altocloud view includes such details as where a visitor has been on your website and the actions they have taken.

1. In the Add View Dialog Box, from the Interactions list, select Altocloud.2. Click Add View.

Altocloud chats are ACD -routed interactions that appear in the appropriate queue. When you pick up an Altocloud chat, you can usethe Current Interaction view to chat with the customer. While you are connected to an Altocloud chat, you can view a map thatoutlines the customer's journey on your company's website in the Altocloud view.

The line in the Altocloud view represents the visitor's clickstream. The pages the visitor has browsed appear down the left. To seeURLs rather than page titles, click the Title/URL toggle. To see additional activity, click the arrows. To see details about a keyinteraction point, hover over its colored icon. For more information about the elements included in the journey map, see CustomerJourney in the Altocloud documentation.

Note: To make a journey map appear in the Altocloud view, you must be actively working with an Altocloud interaction. Webchats and intercom chats do not contain the information supplied by the Altocloud integration. Altocloud interactions aredistinguished by the badge on the icon.

Related TopicsAltocloudCustomizing the InterfaceWorking with Chat Sessions

Displaying the Altocloud view

Using the Altocloud view

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Working with Callback RequestsUsing the Callback feature, visitors to your company’s website can leave a request for an agent to call them back. A visitor startsthe Callback process by clicking the appropriate button on a web page and completing information in a Callback dialog box.Customer Interaction Center routes the request as a callback interaction and it appears in the appropriate queue.

Note: In addition to calling the visitor back, you can assign an account code and a Wrap-Up code per call. You can also addnotes related to the callback.

Callback InteractionA callback request and the call made in response to a callback request are identified by their icons. The Details column for thecallback request shows the subject the website visitor entered. The Details column for the call made in response to the callbackrequest shows the number dialed.

Note: The View Queue Columns Access Control right determines whether you can display the Details column in My Interactionsor other queue views.

A callback request and the call made in response to a callback request are identified by their icons.When you pick up a callback request interaction, it appears in the Current Interaction view.When you pick up a callback request, its state changes to ACD Assigned: (Agent name), and other agents are not able torespond to this request. However, if the callback request is transferred to you, or if you pick it up even though you are a not amember of the workgroup to which it was routed, its state changes to Connected.When you make a call in response to a callback request, the new call is associated with the Callback request as a child item. Itis indented under the original callback request.As with all interactions, a callback request remains in the workgroup queue unless a non-member of the workgroup picks it up.If a non-member of the workgroup picks it up, it disappears from the workgroup queue.

Related TopicsCallbacks and the Current Interaction ViewRespond to a Callback Request

Callbacks and the Current Interaction ViewWhen you pick up a Callback request, the Current Interaction view displays the Caller name and number.

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Tip: You can display the Current Interaction view in a side by side arrangement with My Interactions. Use the Sidebar to addnotes about this interaction.

1 From The name of the person who requested that someone call them back.

2 Number The telephone number supplied by the person who requested the callback. Clicking the Dial button dials thistelephone number.

You can change the number before calling. Reset Number sets the changed telephone number back to theoriginal number.

3 Subject This area displays the reason the callback was requested. This information is usually required as a part ofthe process for requesting a callback.

4 Attempt If your CIC administrator enables the Retry Later feature, this displays the number of calls attempted inresponse to the callback request and the maximum number of attempts allowed.

5 RetryLater

AttemptFailed

Complete

After you make the requested call, use these buttons to indicate whether you reached the requester or not.

Retry Later

The Retry Later button appears only if your CIC administrator has enabled this feature. Click this buttonto remove the callback request from your queue and place it back on the workgroup queue in a"Snoozed" state. After an interval configured by your CIC administrator, normal ACD processing of thecallback request resumes. ACD processing routes this callback request to the first available agent inthe workgroup. The CIC administrator also configures the maximum number of times agents can retry acallback request.

Attempt Failed

Click this button to indicate that you cannot complete the callback request. It could be that the phonenumber is incorrect or that no one answered after the last allowed attempt.

Tip: If your CIC system is appropriately configured, you can assign a Wrap-Up code that explains thereason for this failure in the Interaction Properties sidebar.

Complete

Click this button to indicate you reached the requester and completed the callback interaction.

Note: This action disconnects only the callback interaction. You must disconnect the callinteraction separately.

Related TopicsAdd or Close ViewsRespond to a Callback RequestSidebar

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Manage Callback Requests

Use the Interaction Notes sidebar in My Interactions to add notes to the currently selected interaction.

Note: If you add notes to a chat, the other chat participants do not see these notes. However, these notes are visible to otherCIC client users who are "Listening to" (monitoring) the interaction.

To add notes to an interaction:1. In My Interactions, expand the Interaction Notes sidebar.

2. In the text box, type your observations or comments and click the Add Note icon (plus sign).

Result: Your notes appear in the Interaction Notes sidebar.

Related TopicsRespond to a Callback RequestManage a Chat SessionSidebarWorking with Chat Sessions

Requirements: See Working with Account and Wrap-Up Codes.

You can assign an Account Code or Wrap-Up Code to an interaction. The Account Code and Wrap-Up Codes drop-down lists containthe codes defined in Interaction Administrator.

To assign codes to an interaction, do one of the following:When working with a callback request, chat, or email interaction, select the appropriate codes in the Interaction Propertiessidebar.

Note: Wrap-Up codes are not used for email message replies or forwarded email messages.

When making a call, select a code in the Advanced Dialing Options dialog box.

Related TopicsAssign Codes to an Incoming InteractionAssign Codes to an Outgoing InteractionManage a Chat SessionSidebarUnderstanding Account CodesUnderstanding Wrap-Up Codes

Add Notes to an Interaction

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Requirements: See Pickup.

To respond to a Callback request:1. Double-click the Callback interaction, or select it and click the Pickup button.

Result: The Callback request appears in the Current Interaction view.2. Click the Dial button to return the call.

Result: This creates a call that is associated with the callback request. For more information, see Callback Interaction.3. Optionally, in the Interaction Notes Sidebar, click Add Note and add a note to the callback request.4. Optionally, in the Interaction Properties Sidebar, do either or both of the following:

Select the Callback request or the call and assign an Account code.Select the Callback request and assign a Wrap-Up code.

5. In the Current Interaction view, click one of the following buttons, depending on the result of your callback session:

Complete Click this button to indicate you reached the requester and completed the callback interaction.

Note: This action disconnects only the callback interaction. You must disconnect the callinteraction separately.

Retry Later The Retry Later button appears only if your CIC administrator has enabled this feature. The CICadministrator also configures the maximum number of times agents can retry a callback request.

Click this button to remove the callback request from your queue and place it back on theworkgroup queue in a "System" state. After the Snooze Time elapses, CIC transfers the callbackrequest back to the workgroup queue. After this transfer, server parameters and handlercustomization can affect how the snoozed callback request is reprocessed. For moreinformation, contact your CIC Administrator.

Attempt Failed Click this button to indicate that you cannot complete the callback request. It could be that thephone number is incorrect or that no one answered after the last allowed attempt.

Tip: If your CIC system is appropriately configured, you may be able to select a Wrap-Up codethat explains the reason for this failure.

6. If your outgoing call is still connected, select the call interaction and click Disconnect.

7. If needed, separately disconnect the Callback request.

Note: If Wrap-Up Codes are configured for your workgroup and you have not assigned one, you are reminded to assign aWrap-Up code when you disconnect the Callback request.

Related TopicsAssign Codes to an InteractionCallbacks and the Current Interaction ViewSidebar

Respond to a Callback Request

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Requirements: See Using Response Management for information about required rights.

When you respond to a callback request, you can use Response Management to look up information and then relay it verbally. Whenyou evaluate a callback request or read an ACD-routed email message, you can incorporate stored text in the Notes section.

To use Response Management in an incoming interaction:1. In the Response Management View, search for and then select an appropriate response.2. Do one of the following:

View the information in the response and use it indirectly when responding to the Callback Request or researching yourreply to an email message.Copy and paste the information from the response to Interaction Notes in the My Interactions Sidebar.

Related TopicsSearch for a ResponseUse Response Management in an Email MessageWorking with Callback Requests

Use Response Management for an Incoming Interaction

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Working with CallsThe CIC client provides many ways to handle or manage calls. This section describes the following call features:

Making CallsPicking Up CallsTransferring CallsForwarding CallsMaking Conference CallsUsing Other Call Features

Call SecurityCustomer Interaction Center provides call security that prevents others from listening in on a call or even determining whichinternal parties are involved in a conversation.

CIC administrators can configure the use of two encryption protocols to support encryption of call audio (SRTP) and call controlinformation (TLS). This provides confidentiality and flexibility for security-sensitive organizations. Your CIC administrator can useInteraction Administrator to configure your station to use SRTP for all your calls. When SRTP is not configured for a station, thecalls are “non-encrypted” or not secure from network interception.

When the CIC administrator configures your station to request that all calls are secure or if you are involved in a call where one ofthe parties has requested a secure call, the CIC client monitors a call’s security level to determine if it is secure and remainssecure. A call can begin as a secure (SRTP) call and later be downgraded to a non-secure state. This can occur if the secure call istransferred to, or made part of a conference with, a non-secure party.

Call security icons appear in My Interactions. They appear only if your system is configured to have secure calls and end-to-edgesecurity.

Note: If your station is not configured to have secure calls, you do not see a lock icon at all.

Secure calls

A closed lock icon indicates that a call is secure within the environment controlled by CIC. It appears only if your station isconfigured to have secure calls and end-to-edge security

A call can be comprised of multiple audio legs. When your station is configured to have secure calls (SRTP is configured inInteraction Administrator), the call is encrypted/secured as far as possible (e.g., within the environment controlled by CIC).If all the audio legs of the call are secure to the edge of network (to another SRTP phone or to an SRTP gateway) then theclosed lock icon appears, indicating a secure call. The lock does not display on an RTP station since the RTP stationalways has at least one non-secure audio leg (the RTP leg to the phone itself).

Note: The Secure Call icon indicates only end-to-edge security; i.e. security from a device configured to use TLS/SRTPand controlled by CIC (such as your phone) to the point where CIC passes the call to an outside agency or a device thatis not configured for TLS/SRTP.

Outside agencies can include a PSTN (Public Switched Telephone Network) or other service provider outside thecontrol of CIC. Devices that might not be configured for TLS/SRTP can include other telephones or a gateway betweenCIC and a PSTN.

Non-secure calls

An open lock icon indicates that at least one leg of a call is not secure. It appears only if your station is configured to havesecure calls and end-to-edge security.

If your station is configured to have secure calls (SRTP is configured in Interaction Administrator), but the call cannot be

Call Security Icons and Alerts

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made completely secure from the station to the destination (e.g., only one leg of the call is secure), and the station securitylevel is configured for end-to-edge security, then the open lock icon appears. This means that security has been downgradedbecause some portion of the call cannot be encrypted, or secured. The open lock does not imply someone is listening to acall, but only that part of the call cannot be secured to prevent it from being intercepted. The open lock does not display onan RTP station, or on an SRTP station that has its security level configured as minimal. The open lock displays only on anSRTP station that has its security level configured as end-to-edge.

Hover over or click an unsecured call icon for more details. To dismiss this tooltip, press <Esc> or click the icon again.

Related TopicsCalls Configuration

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Interaction Client Help

E911 Emergency CallsInteraction Connect supports E911 (Enhanced 911) for emergency calls. E911 provides a caller's location information to 911dispatchers. PureConnect routes the 911 call to the nearest PSAP (Public Safety Answering Point) based on this emergencylocation information. This routing enables emergency services to be dispatched quickly to your exact location. The E911 serviceprovider, West Corporation, validates and provisions this emergency location information.

Requirements: Your PureConnect administrator must subscribe to the E911 service with West Corporation, then enable andconfigure the E911 feature in Interaction Administrator. This configuration includes specifying server parameters and locationinformation for each CIC station. For more information, see the Interaction Administrator help and the E911 TechnicalReference.

If you log on without a station or use a remote station, the Enhanced 911 feature is not available. For more information, seeStationless Logon and Remote Station Types.

You can call 911 using any of the methods available in Interaction Connect. For example, you can use the Dial a number field. Formore options, see Making Calls.

A quick way to verify that this feature is available for you is to look for the E911 link in the Interaction Connect menu. To displayyour current emergency information, point to this link.

Copyright and trademark

The PureConnect administrator can maintain your emergency information in Interaction Administrator. Interaction Connect reflectsany changes made there. However, you can also update your emergency information when needed. Always update this informationwhen you change stations to a Remote Number or a WebRTC phone. In this case, you receive a warning if your emergencyinformation is blank.

When you update your emergency information, the E911 service provider, West Corporation, validates this information and stores itin a database. The first time you log on using a Remote Number or a WebRTC phone, Interaction Connect also saves youremergency information in your browser's cache.

Note: Clearing your browser cache or using a different browser also causes Interaction Connect to prompt you to enter youremergency information. Agents who log on using a Remote Number or a WebRTC phone can update emergency informationonly through Interaction Connect.

1. Do one of the following:Click Update when you see this warning.

Update E911 Emergency Information

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Open the menu and select Update Emergency Info.

2. In the Emergency Information dialog box, supply or update your information. An asterisk indicates required information.

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Customer Name Enter your name.

Note: The ALI (Automatic Location Identification) record field is NAM.

Primary Email Enter your email address.

Email Alerts: You receive an email at this address when you call 911 from this station. Also,West Safety Services sends notifications of any problems with your information in itsdatabase to this address. For examples, see E911 emergency Call Alerts.

House Number,Street Name, City,Zip Code, State,Country

Supply the address of your station's location.

Note: The E911 service provider validates this location information.

Location Details Enter information that assists emergency personnel in finding your precise location, particularlywithin an office building. Add details such as: Building 1, 3rd floor, north wing, office 26, next toelevator.

Calling PartyNumber

Enter the outbound 10-digit Automatic Number Identification (ANI) used for emergency calls fromthis station.

3. Click Save.

Related Topics

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E911 Emergency Calls

When your PureConnect administration enables the E911 feature, you receive an email alert when you call 911. For moreinformation, see E911 Emergency Calls.

Note: You do not receive any email alerts when you use a stationless logon and place a 911 call.

E911 Call Alert Example

You receive an E911 Call alert when you call 911 from a station that has E911 Emergency Call Information verified and recognizedby the E911 service provider. This alert provides the details of your E911 call. It includes links to the E911 service provider. It alsoidentifies the location of the Emergency Response Location (ERL), complete with a link that displays the transmitted location inGoogle Maps.

911 Call Alert

Endpoint: 12345Callback: 4433605594

Account Name: Salvadalena SIP Test-PureConnect2

ERL ID: 218CE856-4780-43F0-B7B5-24C04914AD66Name: Test PureConnectStreet Number: 621Street Name: Avenue BLocation: PureConn TestCity: SnohomishState: WAZip Code: 98290View in Map

Time: 2019.06.04 07:36:09 - PDT

West Safety Services Support Contact InformationNOC Support (888) 908-4167

Open Support incident via email support@911.west.com

Technical Resource Center: https://support.911.west.com

Dashboard Login: https://portal.911.west.com

Alert for Non-Provisioned Station

If your PureConnect administrator enables the E911 feature, but the emergency services provider has not provisioned your station,you receive an email warning about the missing information when you place a 911 call. Although the E911 service provider routedyour 911 call to an Emergency Call Response Center, your location information was not available.

Tip: Contact your PureConnect administrator about getting provisioned for E911 calls.

Time: 2019.06.04 10:57:31 - EDTIP-PBX System: 209.43.1.177Account Name: Test-PureConnect2Caller ID: 8665555555

An emergency call was received from the subscriber above, the call was routed to the EmergencyCall Response Center.

At this time, the subscriber is not provisioned in our database.

Please update the West Safety Services database with the subscriber's ID.

West Safety Services Support Contact InformationNOC Support (888) 908-4167

E911 Emergency Call Alerts

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Open Support incident via email support@911.west.com

Technical Resource Center: https://support.911.west.com

Dashboard Login: https://portal.911.west.com

Making CallsThere are a number of ways to make a call in the CIC client. You can use the Make a Phone Call toolbar and enter a number in theDial a number field, use your telephone, double-click a directory entry, or use the directory toolbar after selecting a directory entry.

The call appears in My Interactions, where you can watch the status of the call. For more information, see one of the followingtopics:

Advanced Dialing OptionsCall an OperatorClick to Dial a Directory ContactDial a Long-Distance NumberDial a Number Inside the OrganizationDial a Number Outside the OrganizationDial a Number Using Speed DialDial a Recently Dialed NumberDial on Behalf of a WorkgroupDisconnect a CallEntering Telephone NumbersMake a Call Using the Dial ButtonMake a Call using the Dial a number fieldUsing Call History to Make Calls

You can use the CIC client to call an operator within your company, or to call an external telephone operator.

Note: You can also dial the operator directly from your telephone handset.

To call an internal operator:Type 0 or the internal operator number in the Dial a number field and click Dial or press Enter.

To call an external (phone company) operator:Type 00 or the external operator number in the Dial a number field and click Dial or press Enter.

Note: The default setting for dialing an external operator in the United States is 00. If this does not work, contact yourCIC administrator to verify the number to dial and to check that you have sufficient dialing privileges to dial the externaloperator.

Related TopicsMake a Call using the Dial a number fieldMaking Calls

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You can click any of the phone number hyperlinks in the CIC client to dial a contact. Phone number hyperlinks appear in directoryviews and in the contact Properties dialog box.

If Auto Dial Extension is enabled for a contact’s phone number, the CIC client automatically dials the extension after the callconnects.

You can also dial a phone number and extension by clicking the corresponding Dial button in the Properties dialog box.

Related TopicsMaking CallsView and Edit Directory Entries

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Requirements: You need the necessary call privileges to make long-distance calls. Your CIC administrator controls whetheryou are able to dial long-distance numbers. Also, your CIC administrator may assign you the Require Forced AuthorizationCode Security right. This right requires you to enter an authorization code before toll numbers can be dialed from yourstation. This prevents someone from using your phone to make a toll call while you are logged on, but away from your desk.

Dial long-distance numbers just as you would dial a number outside your organization. Include the area code.

If you have problems, ask your CIC administrator if you should prefix outgoing calls with a nine or one. Also confirm that you havethe necessary call privileges.

Related TopicsDial a Number Inside the OrganizationDial a Number Outside the Organization

You can use the CIC client to dial the extension of someone within your organization. The extension for a user is listed in theCompany Directory. You can watch the status of the call in My Interactions.

To dial a number inside the organization:

1. Find the extension you want to call in the directory.

Tip: To locate an entry, start typing in the Search field on the directory tab. Enter the first few letters of an entry (if it’san alphabetical column), or enter the first few numbers of an entry (if it’s a numerical column). For more information,see Working with the Company Directory.

2. Do one of the following:

Double-click a row in the directory list to dial the default number for that person.Single-click any of the hyper-linked phone numbers displayed in the row.Select a directory entry and click the Dial button to dial the default number.Select a directory entry and click the arrow on the Dial button. Click one of the displayed "Dial" entries.

Related TopicsDial a Long-Distance NumberDial a Number Outside the OrganizationDial Button

Dial a Long-Distance Number

Dial a Number Inside the Organization

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You can watch the status of your call in My Interactions. Check with your CIC administrator to see if you have sufficient privilegesto make toll calls.

To dial a number outside the organization:

Type a number in the Dial a number field and click Dial.

Tip: For more information, see Entering Telephone Numbers.

Related TopicsDial a Long-Distance NumberDial a Number Inside the OrganizationDial a Number Using Speed Dial

A list of names and numbers you have recently called is available in the Enter a number to dial drop-down list.

To dial a recently dialed number:Click the down arrow to the right of the Dial a number field and select a number from the Recent Calls list.

Related TopicsCall HistoryMaking Calls

Designating a workgroup when you make a call enables you to associate an outbound call with your workgroup. Primarily used foradministrative and reporting purposes, this Dial on Behalf of a Workgroup feature enables the call to count towards an agent’s andthe workgroup’s statistics.

If you or your CIC administrator enables Advanced Dialing Options and you are a member of at least one workgroup or have at leastone account code to select, the Advanced Dialing Options dialog box appears every time you start a call and prompts you to assignthe appropriate Account Code and/or designate a Workgroup.

Note: You can only dial on behalf of a workgroup in which your status is Active. For more information, see Change YourWorkgroup Activation Status and Advanced Dialing Options.

Related TopicsMaking Calls

Dial a Number Outside the Organization

Dial a Recently Dialed Number

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Requirements: See Disconnect.

To disconnect a call, do one of the following:

Using your handset, simply hang up the telephone.Select the call you want to disconnect and click the Disconnect button.Right-click the call and choose Disconnect from the menu that appears.

Related TopicsDisconnect ButtonDisconnect Someone From a Conference Call

Here are some pointers on entering telephone numbers:You do not have to type parentheses or other special characters.

Note: Special characters are optional. For example, you can type 3175551212 or (317) 555-1212.

You can also type letters that are translated into the corresponding numbers from a telephone keypad. For example, Q is a sevenand Z is a nine.You can type both commas (,) and slashes (/) with the number you type. A comma causes a two-second delay. Numbers typed afterthe slash are dialed only after a connection is made.

For example, if you type the number 555-1212 / 101, 2222, the first seven digits are dialed. After a connection is made, the digits101 are dialed, and after two seconds, the digits 2222 are dialed.You can use two number signs (##) to enter additional DTMF tones that are required before the carrier connects the call. Acommon use is including a carrier account code when dialing a remote station, for example, 317-555-1212##1234.

Related TopicsDial a Number Outside the Organization

Disconnect a Call

Entering Telephone Numbers

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You can make a call by selecting a directory entry and clicking the Dial button.

Or, if you want to make a call without using the CIC client, simply dial the number from your telephone. The call appears in MyInteractions where you can watch the status of the call.

Note: To find out if you have toll call privileges, contact your CIC administrator.

To make a call:Select an entry in the Company Directory and then click the Dial button on the Directory toolbar.

Result: This dials the default number for the selected entry.Select an entry in the Company Directory and then click the arrow on the Dial button. Click one of the displayed "Dial" entries todial the associated number.

Related TopicsDial Button

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You can make a call from the CIC client by typing the phone number from your computer keyboard instead of dialing it on yourtelephone. If you want to make a call without using the CIC client, simply dial the number from your telephone. The call appears inMy Interactions where you can watch its status.

Note: To find out if you have privileges to make toll calls, see your CIC administrator.

To make a call:1. Click the Make a phone call icon.

2. Type a telephone number in the Dial a number field.

2. Click Dial or press Enter.

Related TopicsDial a Long-Distance NumberDial a Number Inside the OrganizationDial a Number Outside the OrganizationDial a Number Using Speed DialDial a Recently-Dialed Number

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You can place any connected call on hold. Depending on the hold behavior your CIC administrator configures, callers on hold hear acombination of music and messages. If on-hold music is enabled (the default behavior), you can eliminate on-hold music byclicking the Mute button. This is particularly important when you are a party in a conference call hosted by someone who is not onyour CIC server and wish to put the call on hold without disrupting the call with hold music. By default, Conference calls hosted onyour local CIC server do not play on-hold music when a conference party clicks the Hold button.

Note: Your CIC administrator can also configure whether you can receive another call when you place one on hold.

To place a call on hold:

1. If the call is not already selected, click the call to select it.

Note: If the Hold button is unavailable, the interaction is not in a state that can be placed on hold.

2. Do one of the following:

Click the Hold button.Right-click the call and choose Hold from the menu that appears.

Result: The Hold button now has a lower edge border and the call’s state changes to Held.3. To suppress on-hold music for the other party (or parties in a remote server hosted conference), click the Mute button before

or after clicking the Hold button.4. To take the call off hold, select the call and click Hold again.

Result: The Hold button is no longer selected and the call’s state changes to Connected.

Tip: Your CIC administrator can configure a maximum hold time for interactions. By default, interactions on hold for longer thanfifteen minutes are disconnected. Your administrator can change the amount of time an interaction can remain on hold and thebehavior that occurs once the hold time is exceeded. For example, your administrator may choose to transfer interactions onhold longer than twenty minutes to another queue. For more information, see your CIC administrator.

Related TopicsHold Button

An interaction’s state describes its current condition. The following list describes the states that appear by default. The listincludes descriptions of each state an interaction may be in during the life of the interaction.

Note: Your CIC administrator or application developer can modify or customize these state strings if desired.

Place a Call on Hold

Understanding an Interaction’s State

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State InteractionType

Description

ACD – Alerting: [Agent’s Name] Inbound CIC placed the call into a queue, and sent it to an available agent.

ACD – Assigned: [Agent’s Name] Inbound CIC placed a call into a queue, sent it to an available agent, and the agentpicked up the call.

ACD – Wait Agent Inbound CIC placed a call into a queue, but all agents were busy and CIC wasunable to alert an agent.

ACD – Wait Agent -> Last Attempted:[Agent’s Name]

Inbound CIC placed a call into a queue, sent it to an available agent, but the agentdid not pick up the call and CIC placed it back into the queue.

Alerting Inbound A user is being notified that he or she has an incoming interaction.

Connected Outbound orInbound

The interaction was connected to a user or a station. If call analysis wasnot enabled, Connected means the same as Proceeding.

Dialing Outbound CIC is dialing the outbound proceeding call.

Disconnected Outbound orInbound

The call is no longer active.

Disconnected (Local Disconnect) Outbound orInbound

Seen for both outbound and inbound interactions. The interaction wasdisconnected by a CIC user or station and is no longer active.

Disconnected (Remote Disconnect) Outbound orInbound

The interaction was disconnected by someone outside the CIC system(for example, a customer) and is no longer active.

Held Outbound orInbound

The interaction is on hold.

Manual Dialing Outbound A telephone handset has been picked up and a dial tone was generated.

Offering Inbound CIC placed the interaction in a queue, but the interaction was not alerting.CIC is determining if the called party is available to take the interaction.

Operator Escape The caller pressed zero to reach an operator from any queue.

Parked The interaction is waiting on a User, Workgroup, or Station queue.

Proceeding Outbound The interaction proceeded through the outside telephone network and iswaiting to be answered. "Proceeding" is used if a user has enabled callanalysis. Calls "Proceeding" eventually time out if the call is notanswered.

Queue Timeout Inbound The call waited in a time-out queue and timed out. The caller waspresented with prompts to determine how he or she wanted the CIC clientto proceed with the call (send to voice mail, try another extension, etc.)

Remote Transfer CIC sent an interaction to a user whose status was set to "Available,Forward," and CIC forwarded the interaction based on the user’s callcoverage settings.

Ring No Answer Inbound The call was sent to an agent who did not pick up the call. The call timedout, and the caller was presented with prompts to determine how he orshe wants the CIC client to proceed with the call (send to voice mail, tryanother extension, etc.).

System The interaction underwent processing by handlers or other servercomponents of the CIC system.

Voice Mail The caller left a voice mail message.

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Picking Up Calls

Requirements: See Pickup.

There are many different ways to pick up calls in the CIC client. This section describes the following methods:Answer an Incoming InteractionCaller NamePick Up a Call From a QueuePick Up a Call From VoicemailPlace a Call on Hold

Related TopicsRespond to a Callback RequestPick Up a Chat RequestPick Up or Reopen an E-mail Message

These instructions assume that you are answering an interaction in My Interactions.

The CIC client can notify you of incoming interactions by:Ringing your telephone (if your CIC administrator has configured calls to ring on your desktop telephone).Emitting a ring through your computer’s speakers.Displaying a Desktop Alert.Automatically selecting an interaction.

Note: If your user information in Interaction Administrator is configured to Auto-Answer ACD Interactions or Auto-Answer non-ACD Interactions, incoming interactions can be automatically picked up. Another Interaction Administrator configuration optioncan enable or disable Auto-Answer for incoming calls on a SIP station. When Auto-Answer is correctly configured, you areautomatically connected to incoming interactions. Popup blockers can prevent auto-answer email windows from opening. Ifyou want to use the Auto-Answer feature, you may need to configure your browser or popup blocker software to allow popupwindows in the CIC client.

To pick up your call:If you are not connected to another call, do one of the following:

Pick up your telephone handset and the call automatically connects, and you can begin speaking.Click the Pickup button on the Queue Control toolbar.

If you are currently connected to another call, click the Pickup button.

Result: This action connects you to the call and places on hold any other calls to which you are connected.

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Customer Interaction Center (CIC) uses several different methods to identify a caller. If CIC cannot automatically determine thename of the caller and handlers or other applications do not identify the caller or provide something to be displayed instead of acaller name, CIC displays a locally defined phrase such as "Unknown Caller."

CIC uses these methods in the following order to identify a caller.

Note: Any name CIC finds is replaced by a name found by a subsequent method. For example, a caller name provided by thePSTN (Public Switched Telephone Network) is replaced by a caller name found in the Company Directory.

1. Caller name provided by the PSTN, SIP signaling, or Web Interaction registration information.

2. Caller name located by an RWP (Reverse White Pages) lookup using the caller’s telephone number to locate a name in the RWPdatabase.

Result: If no name is found and the origin of the call can be determined, the City and State of the call are used as the callername.

3. Caller name located by an RWP lookup in the Company Directory or a Personal Directory (such as Outlook Private Contacts.)4. Caller name located by a telephone number lookup in Interaction Tracker.5. A locally defined phrase such as "Unknown Caller."

Note: This is used if none of the preceding methods have identified the caller, usually because the PSTN did not providethe caller’s telephone number.

6. A value provided by CIC handlers as part of customer customization.

For example, information gathered from an IVR menu selection such as a product catalog name could be used as the callername.

7. Caller name as entered in the Transfer Dialog box.

Related TopicsQueue Contents

Pick Up a Call from Voice Mail

Requirements: See Pickup.

You can pick up a call when the caller is in the middle of leaving a voice mail message. When a call is transferred to voice mail, itsstate changes to "Voice Mail."

To pick up a call from voice mail:

1. If the telephone call is not selected, select the call you want to pick up.

2. Do one of the following:

Click the Pickup button.Right-click the call and choose Pickup from the menu that appears.

Result: The call’s state changes from "Voice Mail" to "Connected" and you can begin speaking with the caller.

Related TopicsListen to someone leave a voice mail messageListen to your voice mailPickup ButtonPick Up a Call From a Queue

Caller Name

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You can place any connected call on hold. Depending on the hold behavior your CIC administrator configures, callers on hold hear acombination of music and messages. If on-hold music is enabled (the default behavior), you can eliminate on-hold music byclicking the Mute button. This is particularly important when you are a party in a conference call hosted by someone who is not onyour CIC server and wish to put the call on hold without disrupting the call with hold music. By default, Conference calls hosted onyour local CIC server do not play on-hold music when a conference party clicks the Hold button.

Note: Your CIC administrator can also configure whether you can receive another call when you place one on hold.

To place a call on hold:

1. If the call is not already selected, click the call to select it.

Note: If the Hold button is unavailable, the interaction is not in a state that can be placed on hold.

2. Do one of the following:

Click the Hold button.Right-click the call and choose Hold from the menu that appears.

Result: The Hold button now has a lower edge border and the call’s state changes to Held.3. To suppress on-hold music for the other party (or parties in a remote server hosted conference), click the Mute button before

or after clicking the Hold button.4. To take the call off hold, select the call and click Hold again.

Result: The Hold button is no longer selected and the call’s state changes to Connected.

Tip: Your CIC administrator can configure a maximum hold time for interactions. By default, interactions on hold for longer thanfifteen minutes are disconnected. Your administrator can change the amount of time an interaction can remain on hold and thebehavior that occurs once the hold time is exceeded. For example, your administrator may choose to transfer interactions onhold longer than twenty minutes to another queue. For more information, see your CIC administrator.

Related TopicsHold Button

Transferring CallsThere are many different ways to transfer calls in the CIC client. This section describes the following methods:

Drag and Drop a Call on a Name in a DirectoryPark a Call on Another Person’s ExtensionTransfer a Call After Consulting the RecipientTransfer a Call to a Directory EntryTransfer a Call to a WorkgroupTransfer a Call to an Attendant ProfileTransfer a Call to Another Person’s VoicemailTransfer a Call to Your VoicemailTransfer a Call Using a Transfer ButtonTransfer a Call Using the Queue Control ToolbarTransfer a Call Using the Directory ToolbarTransfer a Call Without Consulting the Recipient

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You can transfer a call to an extension inside your organization or to an external directory entry by dragging it from My Interactionsand dropping it on a name in the Company Directory or other directory. This is similar to a blind transfer because you are notconsulting the recipient of the transfer.

Tip: To speak with a transfer recipient before a caller is transferred, see Transfer a Call After Consulting the Recipient.

This procedure assumes you are transferring calls from My Interactions, but you can transfer calls from any queue you aremonitoring. You can use drag and drop call transfer only to the Company Directory, not to any other private or public directory.

To transfer by dragging a call onto a name in the Company Directory:1. Tell the caller that he or she is going to be transferred.2. Scroll (or search) the Company Directory view until you can see the name of the transfer recipient.3. Select and drag the call from My Interactions to the name in the Company Directory.4. In the Transfer Interaction dialog box, click Transfer.

Result: The caller is placed on hold, and the recipient’s telephone rings. The call disappears from your My Interactionsqueue, and appears as a notifying call in the transfer recipient’s My Interactions.

Related TopicsTransfer a Call Using a Transfer ButtonTransfer a Call to a Directory EntryTransfer a Call to a WorkgroupTransfer a Call After Consulting the RecipientTransfer a Call Without Consulting the RecipientTransfer a Call to Another Person’s VoicemailTransfer a Call to Your VoicemailPark a Call on Another Person’s Extension

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You can park a call directly on another CIC client user’s extension. This places the call on hold on the recipient’s My Interactionsqueue. You might want to use this feature, for example, if a caller wants to speak to another person who is currently unable to takea call, but will probably be available in a few minutes.

Call Parking Tips

Your CIC administrator can set up calls to automatically transfer to another extension after being parked for a certain length oftime. For more information, see your CIC administrator.If you park a call on a phone-only station (standalone phone), the CIC user is not alerted when a call is parked on that extension.

To park a call using the Park on Queue button:Select the call. Select a directory entry and then, on the Directory toolbar, click the Park on Queue button.

Result: The interaction is immediately removed from My Interactions or any other queue you are monitoring and appears inthe selected user’s queue.

To park a call on another person’s extension using the Transfer dialog box:1. Select the call and inform the caller that he or she is going to be transferred and put on hold.

2. Do one of the following:

On the Queue Control toolbar, click the Transfer button.Right-click the call and choose Transfer from the shortcut menu.

Result: The Transfer dialog box appears.3. In the Transfer To: field, type all or part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the contact you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, do one of the following:

Select "Dial [your entry] as digits" to convert a text entry into numbers.Select the appropriate contact name and associated extension or phone number.

Result: If the designated transfer recipient is a CIC user, status information appears. It shows whether the transfer recipientis logged onto the CIC client and is able to accept the transferred call. This can help you decide what kind of call transfer touse.

5. Click the down arrow in the Transfer button and select Park.

Result: The call disappears from My Interactions and is placed on hold in the recipient’s My Interactions so the recipientcan select it later. Until the recipient picks up the call, callers hear the company’s hold message.

Related TopicsMonitor Two or More Queues at the Same TimeSet Status DetailsTransfer a Call to a Directory EntryTransfer a Call to a WorkgroupTransfer a Call to Another Person’s VoicemailTransfer Button

Transferring an interaction after speaking with the intended recipient is called a consult transfer. If the intended recipient does notanswer the phone, you can resume your conversation with the caller, park the call on the intended recipient’s extension, transfer thecall to the intended recipient’s voice mail, or try transferring to another person.

Park a Call on Another Person’s Extension

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Warning: Perform a consult transfer only when you need to speak with both parties before completing the transfer. If this is notnecessary, perform a blind transfer. Do not use a consult transfer or a conference call to transfer a call to an attendant profile,workgroup queue, or to an agent's voice mail. These are not supported features and may result in the original call being sent tothe default attendant profile. For more information about blind transfers, see Transfer a Call Without Consulting the Recipient.

To perform a consult transfer:

1. While the call is selected in My Interactions, inform the caller that he or she is going to be transferred.2. Do one of the following:

On the Queue Control toolbar, click the Transfer button.Right-click the interaction and select Transfer from the shortcut menu.

Result: The Transfer dialog box appears.3. In the Transfer To: field, type all or part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the contact you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, do one of the following:

Select "Dial [your entry] as digits" to convert a text entry into numbers.Select the appropriate contact name and associated extension or phone number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether thetransfer recipient is logged onto a CIC client and is able to accept the transferred call. This can help you decide what kind ofcall transfer to use.

5. Click the down arrow on the Transfer button and select Consult. This enables you to speak with the transfer recipient whileyour original caller stays on hold.

Result: The Consult Call dialog box appears. The original caller is placed on hold. A call is placed to the intended transferrecipient.

Note: The highlighted line indicates the parties who are connected and can speak to each other.

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6. Do one of the following:

If the intended recipient (Consultant) answers his or her phone, and agrees to the transfer, click Transfer.

Result: The call is transferred to the Consultant and is removed from your queue.

To speak to the caller again without exiting the transfer operation, click Caller.

Note: This puts the call to the Consultant on hold. You might use this feature if the recipient is unavailable totake the interaction and you want to see if the caller would like to be transferred to someone else.

To speak to the Consultant again without exiting the transfer operation, click Consultant.To enable a three-way conversation with the Caller, Consultant and you, click Both.

Note: This creates a conference call. You can now speak to both the Caller and the Consultant. If you latercomplete the transfer, the conference call is replaced by a standard two-party call.

To put both parties on hold, click Neither.

Tip: This enables you to talk to someone else or make another call without involving the caller or consultant.

If the transfer recipient does not answer the phone or does not agree to the transfer, click Cancel.

Result: The Consult Call dialog box closes and the Transfer dialog box reappears. The call is taken off hold, and youare reconnected to it.

Tip: If for some reason you can't perform a consult transfer, you can use the Transfer dialog box to chooseanother way to handle this call. Or you can transfer a call to another person’s voicemail, park a call on anotherperson’s extension, or transfer a call without consulting the recipient.

Related TopicsDrag and Drop a Call on a Name in a DirectoryPark a Call on Another Person’s ExtensionTransfer a Call to a Directory EntryTransfer a Call to a WorkgroupTransfer a Call to Another Person’s VoicemailTransfer a Call to Your VoicemailTransfer a Call Using a Transfer ButtonTransfer a Call Without Consulting the RecipientTransfer Button

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To blind transfer using a Directory:1. Inform the caller that he or she is going to be transferred.2. Do one of the following:

Select an entry in the Company Directory and then the Directory toolbar Transfer button. This transfers the call to thecontact's default phone number.Select an entry in the Company Directory, click the down arrow on the Transfer button and then select one of the phonenumbers for that contact.

Result: The call disappears from My Interactions and is transferred to the selected number.

To drag and drop blind transfer:1. Inform the caller that he or she is going to be transferred.2. Click the interaction and drag and drop it on a Company Directory entry.3. In the Transfer Confirmation dialog box, click Transfer.

Result: The call disappears from My Interactions and is transferred to the selected number.

Related TopicsDrag and Drop a Call on a Name in a DirectoryTransfer a Call Using a Transfer ButtonTransfer a Call Using the Directory ToolbarTransfer Button

Transfer a Call to a Workgroup

Requirements: You need the Search Workgroup Queues Access Control right to a specific workgroup queue in order totransfer an interaction to that workgroup queue.

You can transfer a call directly to a workgroup listed in the Workgroup and Profile directory. This type of call transfer is similar to ablind transfer because you do not speak to the transfer recipient. These procedures assume you are transferring calls from MyInteractions, but you can transfer calls from any queue you are monitoring.

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The CIC administrator creates workgroups in Interaction Administrator. Workgroups are logical groups of users (e.g., departments)that can function as a group in the CIC system. Workgroups can have extensions and queues that enable all members of aworkgroup to receive calls notifying the workgroup. In addition, workgroups can receive regular calls and ACD calls that are routedto specific workgroups and agents. Workgroups can also serve as distribution lists (to the members) of voice mail, emailmessages, and faxes from within CIC.

Note: Before you can transfer a call to a workgroup, you need the appropriate right assigned in Interaction Administrator to viewthe workgroup.

To transfer a call to a workgroup:1. Inform the caller that he or she is going to be transferred.2. While the call is still connected, do one of the following:

On the Queue Control toolbar, click the Transfer button.Right-click the call and choose Transfer from the menu that appears.

Result: The Transfer dialog box appears.3. In the Transfer To: text box, type all or part of the Workgroup’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the workgroup you expected, check the search criteria selected in theOptions drop-down list and make sure Workgroups is selected.

4. From the Transfer To drop-down list, do one of the following:

Select the appropriate workgroup name and associated extension number.Select "Dial [your entry] as Digits" to convert a text entry into numbers.

Result: Status information for the selected CIC Workgroup appears. This enables you to check the workgroup’s currentstatistics before transferring the call. Use this information to estimate the probable wait time for a transferred call.

5. Click the Transfer button.

Result: The transferred call disappears from My Interactions or other queue and is routed to the selected CIC Workgroup.

Note: Before you can transfer a call to a workgroup using this method, you must Display the Workgroup and Profile View. Youalso need the appropriate user rights to view the name of the workgroup in the Workgroup and Profiles directory.

To transfer a call to a Workgroup in the Workgroups and Profiles directory:

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1. Tell the caller that he or she is going to be transferred.2. Do one of the following:

Drag the call to a workgroup in the Workgroups and Profiles directory view. In the Transfer Confirmation dialog box, clickTransfer.Select a workgroup name in the Workgroups and Profiles directory view and press Enter.Click on a workgroup name in the Workgroups and Profiles directory view. In the Directory toolbar, click Transfer.

Result: The call disappears from My Interactions and is transferred to the appropriate Workgroup queue.

Related TopicsMy InteractionsTransferring Calls

Requirements: You need the E-mail Profiles, Inbound Profiles, Operator Profiles, or Outgoing Profiles rights to transfer a callto an Attendant Profile.

You can transfer a call directly to an Attendant profile selected in the Transfer dialog box or to an Attendant Profile listed in theWorkgroup and Profile directory. This enables you to send calls into queues using Attendant, ensuring that both inbound callers andcallers transferred into a queue have the same in-queue experience.

For example, if there are customer service menus in Interaction Attendant that a customer must navigate before a call is sent tothat workgroup’s queue, you can transfer callers to the Customer Service Profile rather than directly into the queue. The transferredcall is processed according to the profile’s settings. This way, callers hear the same prompts and menus as other callers for thatgroup.

Note: The Workgroup and Profile directory lists only inbound call profiles that are configured in Interaction Attendant to allowcalls to be transferred to them.

Transferring a Call to an Interaction Attendant Profile

1. Inform the caller that he or she is going to be transferred.2. Do one of the following:

On the Queue Control toolbar, click the Transfer button.Right-click the call and choose Transfer from the menu that appears.

Result: The Transfer dialog box appears.3. In the Transfer To: field, type all or part of the Attendant Profile’s name.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the Attendant Profile you expected, check the search criteria selected in theOptions drop-down list and make sure Attendant Profiles is selected. Remember also that you can transfer calls only toinbound call profiles that are configured in Interaction Attendant to allow calls to be transferred to them.

4. From the Transfer To drop-down list, select the name of the profile.

Result: The Profile Name appears in the status area.5. Click the Transfer button.

Warning: Do not attempt a Consult Transfer. Using Consult to transfer a call to an attendant profile is not a supportedfeature. This may result in the original caller being sent to the default attendant profile, the main IVR menu, rather thanthe selected profile.

Result: The transferred call disappears from My Interactions or other queue and is routed to the selected InteractionAttendant Profile where it is processed like any other call routed to that Attendant Profile.

Using the Workgroups and Profiles Directory to Transfer a Call

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This type of call transfer is similar to a blind transfer because you do not speak to the transfer recipient. This procedure assumesyou are transferring calls from My Interactions, but you can transfer calls from any queue you are monitoring.

Note: Before you can transfer a call to an Attendant Profile using this method, you must Display the Workgroup and ProfileView.

To transfer a call to an Attendant Profile:1. Inform the caller that he or she is going to be transferred.2. Do one of the following:

Drag the call to an Attendant Profile name in the Workgroups and Profiles directory view. In the Transfer Interaction dialogbox, click Yes.

Select an Attendant profile name in the Workgroups and Profiles directory view and press Enter.

Result: The call disappears from My Interactions and is processed according to the settings on the Attendant profile.

Related TopicsMy InteractionsTransferring Calls

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Transfer a Call to Another Person’s Voice MailYou can transfer a call directly to another CIC client user’s voice mail. You might want to use this feature if the caller wants tocommunicate with another person who is unavailable to take the call.

Note: The Transfer to Voicemail option may not be available in the Transfer dialog box if you do not have the appropriate rights.You must have the right to use voice mail features in the CIC client in order to transfer a call to another user’s voice mail. Also,you may not be able to transfer a call to another person’s voice mail if you do not have the right to send calls to your own voicemail. If you have questions about rights or voice mail options, see your CIC administrator

To transfer a call to another person’s voice mail:1. Tell the caller that he or she is going to be transferred to another person’s voice mail.

2. Do one of the following:

On the Queue Control toolbar, click the Transfer button.Right-click the call and choose Transfer from the menu that appears.

Result: The Transfer dialog box appears.3. In the Transfer To: field, type all or part of the transfer recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, do one of the following:

Select "Dial [your entry] as Digits" to convert a text entry into numbers.Select the appropriate name and associated extension number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether or notthe transfer recipient is logged onto a CIC client and is able to accept the transferred call. This can help you decide whatkind of call transfer to use.

5. Click the down arrow on the Transfer button and select Transfer to Voicemail.

Result: The call is transferred to the recipient’s voice mail and disappears from My Interactions.

To transfer a call to another person’s voice mail using the Directory toolbar:1. Select the call2. Select a directory entry

3. On the Directory toolbar, click the Voicemail button.

Related TopicsTransfer a Call After Consulting the RecipientTransfer a Call Using a Transfer ButtonTransfer a Call Without Consulting the RecipientTransfer ButtonVoicemail Button

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Transfer a Call to Your Voice MailRather than answer an incoming (alerting) call, you can transfer it to your voice mail. You can also send a call to which you areconnected to your voice mail.

To transfer a call to your voice mail, do one of the following:Select the call, if it is not already selected, then on the Queue Control toolbar, click the Voicemail button.If the call is connected, right-click the call and select Voicemail.

Result: The call is transferred to your voice mail. When a caller has finished leaving a message, the voice mail is saved as afile, attached to an email message and sent to you. You can also listen in on the call as the caller leaves a message, andthen decide whether or not to pick up that call from voice mail.

Related TopicsTransfer a Call to Another Person’s Voice MailVoicemail Button

In the CIC client, you can transfer a connected call or other interaction by using the Transfer button on the Queue Control toolbar orthe Directory toolbar.

For more information, see:Transfer a Call Using the Queue Control toolbarTransfer a Call Using the Directory ToolbarTransfer a Call to a Directory Entry

Related TopicsCreate a Conference Call Using Drag and DropDrag and Drop a Call Onto a Name in a DirectoryPark a Call on Another Person’s ExtensionTransfer a Call After Consulting the RecipientTransfer a Call to a Directory EntryTransfer a Call to a WorkgroupTransfer a Call to Another Person’s VoicemailTransfer a Call to Your Voice MailTransfer a Call Without Consulting the Recipient

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You can transfer the currently selected interaction by using the Transfer button on the Queue Control toolbar.

To transfer a call using the Transfer button:1. Inform the caller that he or she is going to be transferred.2. On the Queue Control toolbar, click the Transfer button.

Result: The Transfer dialog box appears.3. In the Transfer To: text box, type all of part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, do one of the following:

Select "Dial [your entry] as Digits" to convert a text entry into numbers.Select the appropriate name and associated extension number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether thetransfer recipient is logged onto a CIC client and is able to accept the transferred call. This can help you decide what kind ofcall transfer to use.

5. Do one of the following:To transfer the call without consulting the recipient, click the Transfer button.To speak with the transfer recipient before transferring the call, click down arrow on the Transfer button and select Consult.For more information, see Transfer a Call After Consulting the Recipient.To send the call to the intended recipient’s voice mail, click the down arrow on the Transfer button and select Transfer toVoice Mail. You can send a call to another person’s voice mail only if that person is another CIC client user. For moreinformation, see Transfer a Call to Another Person’s Voicemail.To park the call on the intended recipient’s extension until the recipient becomes available, click down arrow on theTransfer button and select Park. This places the call in the recipient’s My Interactions queue so the recipient can select itlater. You can park a call on a person’s extension only if that person is another CIC client user. For more information, seePark a Call on Another Person’s Extension.

Result: The transferred call disappears from My Interactions and is routed to the selected recipient.

Related TopicsSet Status DetailsTransfer a Call Using the Directory ToolbarTransfer a Call to a Directory Entry

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To transfer a call using the Transfer button:1. While the call is selected in My Interactions, inform the caller that he or she is going to be transferred.2. Click the Hold button.3. Locate and select the directory entry to which you want to transfer the call.4. Do one of two things:

In the Directory toolbar, click the Transfer button.

Result: This transfers the call to the default number for the selected entry.

In the Directory toolbar, click the arrow on the Transfer button and then click one of the displayed "Transfer" entries to dialthe associated number.

Result: This transfers the call to the selected number for the selected entry.

Related TopicsDirectory Toolbar ButtonsTransfer a Call Using the Queue Control ToolbarUsing the Directory Toolbar

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Transferring a call without speaking to the intended recipient is called a blind transfer. Use a blind transfer if you do not need tospeak with the recipient before transferring an interaction. If the intended recipient does not answer, the call is sent to therecipient’s voice mail.

To blind transfer from My Interactions or other call queue:1. Inform the caller that he or she is going to be transferred.2. Do one of the following:

On the Queue Control toolbar, click the Transfer button.Right-click the interaction and choose Transfer from the menu that appears.

Result: The Transfer dialog box appears.3. In the Transfer To: text box, type all of part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, do one of the following:

Select "Dial [your entry] as Digits" to convert a text entry into numbers.Select the appropriate name and associated extension number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether thetransfer recipient is logged onto a CIC client and is able to accept the transferred call. This can help you decide what kind ofcall transfer to use.

5. Click the Transfer button.

Result: The transferred call disappears from My Interactions or other queue and is routed to the selected recipient.

Related TopicsSet Status DetailsTransfer a Call After Consulting the RecipientTransfer a Call to a Directory EntryTransfer a Call to Another Person’s VoicemailTransfer a Call Using the Directory ToolbarTransfer a Call Using a Transfer ButtonTransfer Button

Forwarding CallsYou can arrange to forward your calls to a remote number when your status is Available, Forward. Your CIC administrator can alsoconfigure the CIC client to forward your calls if your status is Available, Forward or forward your calls regardless of your status.

Related TopicsForward Calls to Your Remote Telephone NumberUnderstanding Follow-me Routing

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Requirements: Your Phone Number Classifications-Forward Access Control rights determine which phone numbers you canuse as forwarding numbers.

Note: CIC does not forward ACD-routed calls when you are in an Available Forward status.

If you will be away from your desk but accessible at another telephone number, you can forward your calls. You can forward calls toan internal extension, a local number, a cellular telephone, or even a long-distance number (if you have the appropriate rights.)

When you choose to forward calls to a remote telephone number, you must set your status to Available, Forward. The CICserver redirects all calls originally targeted at your local extension to the remote number.

Or your CIC administrator can create multiple Forwarding statuses if your site requires it. For example, you could haveAvailable Forward, Home and Available Forward, Mobile.

If you can't normally make long-distance calls from the CIC client, you can't forward your calls to a long-distance number. If youhave questions about your call privileges, see your CIC administrator.

To forward calls to your remote location:1. From the My Status drop-down list. select Available, Forward.2. Click Status Details next to them My Status drop-down list.

Note: Notes and Forward Number default from the last time you selected Available, Forward.

3. In the Status details popup, in Forward Number, type the phone number where you can be reached.4. In Notes, enter any additional information on your status.

Requirements: You need the Status Notes right in order to create or modify Status notes.

5. Press Enter to save your status details.

Related TopicsSet Status Details

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Requirements: You need the Follow Me Security right to use Follow-me routing in the CIC client.

If someone calls you when you’re away from your office, you can set up the CIC client to search for you at different telephonenumbers. After locating you, the CIC client transfers the call to you at that location.

With follow-me routing, a caller dials one number to reach you and then the CIC client consecutively calls the telephone numbersyou set up to find you and connect you to the caller.

Follow-me routing can transfer calls to several locations, including:Your homeYour cell phoneAn extension at another locationAny long-distance or international numbers, if you have permission from your CIC administrator

Follow-me routing configuration settings also determine how many seconds the CIC client rings a telephone number before it callsthe next number on the follow-me list or transfers the call to your voice mail. These configuration settings can also require theperson who answers the call to enter your CIC password. For more information, see Set Up Follow-me Routing.

How Follow-me Routing Works

To start follow-me routing, set your status to Available, Follow-Me. Then, when someone calls you, the caller can choose to leave avoice mail message or have CIC find you. If the caller wants CIC to find you, CIC records his or her name and places the caller onhold while it begins the follow-me routing process.

If CIC cannot locate you at any of the numbers in your follow-me routing list, it transfers the caller to your voice mail.

If call screening is enabled, when you answer the call and enter your password (if the follow-me routing number requires apassword), CIC announces the caller’s name and you can choose to accept the call, transfer it to another number, or forward it toyour voice mail.

Note: If someone else answers your call and follow-me routing requires a password, he or she must enter the password beforeCIC transfers the call. If no one enters the required password within a few seconds, CIC transfers the call to your voice mail.

Related TopicsFollow Me Routing OptionsSet Up Follow-Me RoutingStart follow-me routing

Understanding Follow-me Routing

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Set Up Follow-me Routing

Requirements: You need the Follow Me Security right to use Follow-me routing in the CIC client. Your Phone NumberClassifications-Follow Me Access Control rights determine which phone numbers you can use as Follow-me numbers.

To handle calls when you are away from the office, the CIC client can search for you at different telephone numbers. The clientconsecutively calls the telephone numbers in a follow-me routing list. After locating you, the client can transfer the call to you atthat location.

You can set up follow-me routing in the CIC client. You can also use the Telephone User Interface to turn Follow-me on or off andconfigure Follow-me phone numbers. For information about setting up Follow-me numbers via the TUI, see the CIC TUI User's Guideor Quick Reference Card in the PureConnect Documentation Library.To add a follow-me phone number:1. In the Application Settings dialog box, click Calls > Follow Me.2. To prompt callers for their name, in the Follow Me properties details pane, select the Screen Calls check box.

Note: When you select Screen Calls and later answer a follow-me call, you hear a recorded segment from the callerbefore you accept the call. You can either accept the call or send it to voice mail.

3. Click Add Number.

4. In the Details section, complete the fields as described below.

Phone Number Enter a telephone number you want the CIC client to call if you are not available.

Dialing Pause

You can use both commas (,) and slashes (/) with the number. A comma causes a two-seconddelay and numbers typed after the slash are dialed only after a connection is made. Forexample, if you typed the number "555-1212 / 101, 2222", the first seven digits are dialed. Aftera connection is made, the digits 101 are dialed, and after two seconds, the digits 2222 aredialed.

Note: Use of the comma (,) to create a two-second delay is not supported in all platforms.

Timeout Specify the number of seconds the CIC client rings an external number. It defaults to 15seconds.

Note: If the forwarding number is an internal station extension, this timeout value isignored and the station is alerted for 45 seconds.

Use Pin To require that you or another call recipient must enter your CIC client password to accept thecall, select Use Pin.

Note: This feature can prevent someone else from answering your calls through thefollow-me routing process.

5. To add another number, repeat steps 3 and 4.6. Click Save Settings to save your settings and close the Application Settings dialog box.

To change your follow me settings:1. Perform any of the following actions to update your follow me settings:

To change the order of your follow-me numbers, select a number and click Move Up or Move Down.To delete a number, select a number and click Remove.To change the settings for a number, select the number and type new values in the Phone Number and Timeout and thenselect or clear the Use Pin checkbox.

2. Click Save Settings to save your settings.

Related TopicsUnderstanding Follow-me RoutingUnderstanding the Application Settings Dialog BoxStart Follow-Me Routing

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Start Follow-me Routing

Requirements: You need the Follow Me Security right to use Follow-me routing in the CIC client.

After you have set up your follow-me routing numbers, you can start follow-me routing by changing your status to Available, Follow-Me. This causes the CIC client to search for you at different telephone numbers. After locating you, the CIC client transfers the callto you at that location.

Note: The CIC client consecutively calls the telephone numbers in the follow-me routing list in ascending order.

To start follow-me routing:Set Your Status to Available, Follow-Me.

Related TopicsSet Up Follow-Me RoutingSet Your StatusUnderstanding Follow-me Routing

Making Conference Calls

Requirements: You need the Conference Calls Security right to create a conference call.

Creating a conference call is as easy as making or receiving several individual calls, then dragging and dropping each call toconnect the participants. You can also use Join to connect to another user’s phone call. Anyone with a telephone can participate ina conference call. Any CIC client user participating in the conference session can add or delete the other conference callparticipants.

Warning: Do not use a consult transfer or a conference call to transfer a call to an attendant profile, workgroup queue or anagent's voicemail. If you call into a workgroup queue and are put on hold and then conference the original call with yourworkgroup call and then disconnect from the resulting conference, the original call is removed from the workgroup queue. It isput on hold and remains on hold. Use a blind transfer to transfer a call to an attendant profile, workgroup queue or an agent'svoicemail. For more information, see Transfer a Call Without Consulting the Recipient.

Note: You must wait until a call connects before you can add it to a conference.

Tip: You can put a conference on Hold by selecting the conference and clicking the Hold button. You can click the Pickup orHold buttons to reconnect to a held conference. For more information, see Place a Call on Hold.

Related TopicsConferencing FeaturesCreate a Conference Call Using JoinCreate a Conference Call Using Drag and DropDisconnect Someone From a Conference Call

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Conference calls appear in the queue views in a tree fashion. The conference call is the root interaction. Click the arrow next to theroot interactions to show or hide the conference participants.

To create a conference, just drag and drop a call on another call.

Result: You see a new interaction with the name "Conference."To add parties to a conference, drag a connected call and drop it on the Conference interaction.

Related TopicsCreate or Join a Conference Using JoinDisconnect Someone from a Conference CallCreate a Conference Call Using Drag and DropMaking Conference Calls

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Requirements: You need the Conference Calls Security right to create a conference call.

Note: If you are using Accessibility Mode, see Create a Conference Call in Accessibility Mode.

You can create a conference call in My Interactions by dragging and dropping a call on another call in My Interactions.

To create a conference call:1. Dial the number of a participant in the conference call.

Result: The interaction appears in My Interactions.2. Click the Hold button to put the call on hold.3. Repeat steps 1 and 2 for each participant.4. Select one of the calls you want to conference, and while holding down the mouse button, drag that call to another call in My

Interactions and release.

5. After you drag and drop a call to create a conference, a confirmation dialog box may appear asking if you want to conferencethese interactions. Click Conference.

Result: The calls are now connected to each other and a conference call is created. For more information, seeConferencing Features.

Tip: If you have the appropriate rights, you can turn off these confirmation dialog boxes by clearing the Confirm dragand drop operations check box in the General node of the Application Settings dialog box.

Related TopicsConferencing FeaturesCreate a Conference Call Using Join

Requirements: See Join.

Note: If you are using Accessibility Mode, see Create a Conference Call in Accessibility Mode. For more information aboutdisplaying a queue other than your own (My Interactions), see Monitor Two or More Queues at the Same Time.

You can create or join a conference call in My Interactions or a station or user queue that you are monitoring.

To create or join a conference call using Join:1. Open the user or station queue you are monitoring.2. Select the call or conference call you want to join.3. Do one of the following:

Click the Join button.Right click the call and choose Join from the menu that appears.

Result: You are now connected to the call (or conference call already in progress).

Related TopicsConferencing FeaturesCreate a Conference Call Using Drag and DropJoin ButtonJoin an Interaction

Create a Conference Call Using Drag and Drop

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Requirements: See Disconnect.

Any CIC client user participating in a conference call can disconnect other conference call participants.

To disconnect someone from a conference call:1. Select the participant from the list of joined calls in My Interactions.

Note: The conference call is the root interaction. Click the arrow next to the root interactions to show or hide theconference participants. For more information, see Conferencing Features.

2. Do one of the following:

Click the Disconnect button.Right-click and choose Disconnect from the menu that appears.

Related TopicsConferencing FeaturesDisconnect a CallDisconnect Button

Using Other Call FeaturesThis section describes how to use other call features including:

Camp on an Internal ExtensionCoach an InteractionDetermine if Someone is Listening to or Recording Your InteractionsJoin an InteractionListen to a CallRecord a CallRequest Assistance from Your SupervisorView and Edit Interaction Properties

Camp is a function that can watch another user’s status and alert you when that status changes. When another CIC client user inyour organization is currently unable to take your call, you can camp on that person’s extension until that person becomesavailable.

To camp on an internal extension:

1. Select a directory entry and click the Camp button in the Directory toolbar.

Result: This displays the Camp desktop alert with the selected person’s current status and corresponding status icon.

2. When the person’s status changes to an available type, an alert appears. To call the user, click Call Now.

Disconnect Someone from a Conference Call

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Requirement: Your Intercom Chat Security Right determines whether the Chat Now option is available.

Note: As soon as you start a call by clicking Call Now, the camp is stopped on the person you are calling. However, theother may be unable to take your call, even if that person’s status is set to an Available type.

Camping on Multiple Extensions

You can camp on any number of CIC client user extensions individually. If you want to see all the camps you have activated, use theActive Camps dialog box.

To manage your current camps:1. Click the Active Camps icon

Note: This icon appears only when you have active camps.

Result: The Active Camps dialog box displays the names of the people on whose extensions you are camped.

2. Do one of the following:To stop camping on the selected person's extension, click the X next to a nameTo close the list, click anywhere outside the Active Camps dialog box.

Stopping Camping

You can terminate camping alerts in several ways.

To stop camping, do one of the following:Click the X next to a name in the Active Camps dialog box.

Click Stop Camp in a Camp desktop alert.

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In the Company Directory or a Speed Dial view, select the name of user on whose extension you are camping, click the Campbutton.

Tip: A blue line on the bottom of the Camp button indicates you are camping on that user's extension. When you stopcamping on that extension, the blue line disappears.

Result: CIC removes the name of the user from the list of active camps. Any camping alerts for that user disappear.

Related TopicsCamp ButtonCamp Desktop AlertDesktop Alerts

Requirements: For more information, see Coach.

Use the supervisory Coach feature to add yourself to an agent’s interaction on any queue you have permission to monitor. Thisenables you to provide advice to the agent without the customer knowing that you are assisting on the interaction. The agent canhear your side of the conversation, but the customer cannot.

This feature is especially helpful to supervisors who are training new agents, monitoring employee customer service performance,or simply providing assistance with a customer call.

You must have permission to use the Coach feature and you must have permission to monitor queues. If you have questions aboutyour rights and permissions, see your CIC administrator.

Tip: If the agent presses the Mute button while you are coaching the agent, the customer no longer hears the agent but theagent can continue to converse with you. The Mute button does not affect the audio between the agent and the coach.

Note: You cannot coach on a conference call with 50 or more participants. If you are coaching a participant when a conferencecall exceeds this limit, your form of participation switches to Listen. For more information, see Listen Button.

To coach an agent on an interaction:

1. Make sure you have permission to monitor a specific queue.

2. Select the interaction you want to join and do one of the following:Click the Coach button.Right-click and choose Coach from the menu that appears.

Result: You are now connected to the agent’s interaction, enabling you to provide advice to the agent without the other partyknowing you are assisting on the interaction. The agent can hear your side of the interaction, but the other party cannot.

3. The Listen button is activated on your client. An icon appears in the agent’s Lstns column on his or her client. To disconnectthe session, click the Listen button.

Related TopicsJoin an Interaction

Requirements: You need the appropriate View Queue Columns Access Control right to display the Lstns and Recs columns ina queue view. Also, the Monitor Columns Security right, the Supervisor Monitoring feature, and your role as Supervisor or

Coach an Interaction

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Agent determine whether the Listen and Record icons are visible for some monitored interactions.

A supervisor or other user with the appropriate rights can "listen to" (monitor) any interaction type. For example, a supervisor maydecide to listen to or record an interaction in your ACD workgroup queue. In addition, multiple supervisors can listen or record asingle interaction.

Note: Any user can record any interaction on any queue that the user has permission to modify, except for interactions markedPrivate. Also, depending on settings established by your CIC administrator in Interaction Administrator, supervisors who listento or record your calls may not be indicated by record or listen icons. For more information, see Settings affecting Record andListen indicators.

Lstns and Recs Columns

Several settings control the behavior of recording and listening in the CIC client. Recs and Lstns columns do not appear in MyInteractions or other queue views by default. Before you can display these columns, the CIC administrator must grant you theappropriate user rights in Interaction Administrator. After the rights have been granted, you must add the Lstns and Recs columnsto the appropriate views, such as My Interactions. For more information, see Add or Remove View Columns.

Once you have displayed the Lstns and Recs columns, if someone is listening to or recording your interaction, an icon is shown inthe appropriate column.

Listen Icon

If someone is listening to or monitoring your interaction, the listen icon appears in the Lstns column in your queueview.

Record Icon

Different record icons appear for Ad hoc and snippet recordings. For more information, see Recording Types.

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Ad hoc recording

When you make an ad hoc recording of an interaction, two interactions appear in your queue view:

A Record icon in the Recs column on the line for the connected interaction indicates that someone is recording theinteraction.A Record icon in the first column of the queue view indicates you are recording the interaction. In this position, itindicates interaction type and represents the recording you are making (a recording object).

If someone else is recording your interaction:A Record icon appears in the Recs column on the line for the connected interaction.The absence of an accompanying recording object with a Record icon in the first column indicates someone elseis making the recording.

Other indications:If a number appears next to the Record icon, it indicates the number of CIC users who are recording the interaction.

Snippet recording

When you make a snippet recording of an interaction, two interactions appear in your queue view:

A Record icon appears in the Recs column on the line for the connected interaction.

A Snippet icon in the first column of the queue view indicates you are making a snippet recording. In this position,it indicates interaction type and represents the recording you are making (a recording object).

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsListen ButtonListen to a CallManage a Chat SessionRecord a CallRecord ButtonRecording TypesSettings affecting Record and Listen indicatorsWorking with CallsWorking with Chat Sessions

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Whether or not you can see if another user or a supervisor is monitoring an interaction is governed by several factors:Do you have the appropriate rights?

You need the Monitor Columns Security right and the appropriate View Queue Columns Access Control right to display theLstns and Recs columns in a queue view.

Are you a Supervisor of any workgroups to which the interaction was routed?Is Interaction Recorder automatically recording the interaction?Did the CIC administrator enable Supervisory Monitoring on the CIC server?

Note: Enabling the Supervisory Monitoring feature changes the behavior for supervisors. They can no longer seeInteraction Recorder system recordings.

Behavior

This table summarizes the circumstances under which you can see if someone is recording or listening to an interaction. It appliesto IC 4.0 SU 6, CIC 2015 R1 P2, CIC 2015 R2 and subsequent releases.

Under these conditions You can see

You have MonitorColumns right

SupervisoryMonitoring isenabled

You are aSupervisor

Yourrecording

Supervisor'srecording

Non-supervisor'srecording

Interaction Recordersystem recording

No (Any) (Any) Yes No No NoYes No (Any) Yes Yes Yes YesYes Yes No Yes No No NoYes Yes Yes Yes Yes Yes No

Related TopicsDetermine if Someone is Listening to or Recording Your Interactions

Requirements: See Join.

The Join feature enables you to add yourself to an interaction. Both the agent and the outside party can hear your side of theconversation. When you use the Join feature, the CIC client creates a conference call between the agent, the customer, and you.

To join an agent’s interaction:1. Make sure you have permission to monitor a specific queue.2. Select the interaction you want to join and do one of the following:

Click the Join button.Right-click and choose Join from the menu that appears.

Result: You are now connected via conference call to the agent’s interaction. You can begin interacting with the agent andthe customer.

Related TopicsJoin ButtonCreate or Join a Conference Call Using Join

Settings affecting Record and Listen indicators

Join an Interaction

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Requirements: See Listen.

Choose this option to start continuous monitoring of a call in a queue. This feature enables a monitoring party to listen to bothsides of a call. It is available on user or station queues and My Interactions, if you have the appropriate rights.

All calls in monitored queues alert you (ring, pop and Desktop Alerts) in a similar fashion to calls in My Interactions. These callsalso appear in the Call History view.

To listen to a call in a queue:1. Select the My Interactions or other queue tab.2. Do one of the following:

Right-click a call in the queue and choose Listen from the menu that appears.Select a call and then click the Listen button.

Note: When you listen to a call, a second call appears in a state of Monitoring Call.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsDetermine if Someone is Listening to or Recording Your InteractionsListen ButtonListen to Someone Leave a Voicemail Message

Listen to a Call

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Requirements: This feature may or may not be available to you, depending on the licenses and rights assigned to you inInteraction Administrator. Two types of recordings are available in the CIC client. For the Record button, see theRequirements for Ad hoc recordings. For the Snip button, see Requirements for Snippet recordings.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

With the appropriate license and rights, you can record a call. You can make two types of recordings: Ad hoc and Snippet. Use theRecord button to create an Ad hoc recording or the Snip button to create a Snippet recording. For more information about thedifferences between these types of recordings, see Recording Types.

Tip: You can make either an Ad hoc or a Snippet recording of an interaction. You cannot make both types of recordings of thesame interaction. For more information, see Snippet Recording Precedence.

After the recording ends, CIC stores all parts of the recorded call. Snippet recordings are stored in the CIC database and areavailable only to Interaction Recorder users - usually administrators and supervisors. Ad hoc recordings made using the Recordbutton are stored in files that your CIC administrator can arrange for you to receive in your email inbox as WAV files attached toemail messages.

Note: You cannot record an interaction that another CIC client user has marked as Private. The following procedure assumesthat you are currently connected to a call.

To record a call:

1. Select an interaction and click Record or Snip.

Result: The button appears pressed, and the recording starts.2. To pause an Ad hoc recording, click Pause.

Result: The Pause button appears pressed, and recording is suspended.

Note: Pause is not available if you are making a Snippet recording. For Ad hoc recordings, this pause affects only yourrecording of the interaction. Recordings made by other monitors of this interaction are not affected. If available, youcan use the Secure Pause button to pause all recordings. For more information, see Secure Pause a Recording.

3. To stop recording, click Record or Snip again.

Tip: Alternatively, you can select the recording in the queue view and click Disconnect.

Result: The button becomes un-pressed, and the recording stops.

Note: You can press the Record or Snip button more than once to stop or continue recording your call.

Related TopicsRecord ButtonSecure Record Pause Button

With the appropriate license and rights, you can make two types of interaction recordings. Both the Record and Snip buttons enableyou to record all or selected parts of an interaction.

Ad hoc recordings

Use the Record button to create Media Server-based WAV files for call recordings and XML files for chat recordings. Theserecordings are not stored as part of the CIC database. Your CIC administrator manages the storage of Ad hoc recordings.

The CIC administrator can arrange for you to receive these recordings as email message attachments. You can use Interaction

Record a Call

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Voicemail Player or a third-party application to play back call recordings. You need a third-party XML viewer to read an Ad hoc chattranscript.

Requirements for Ad hoc recordings:

The Record Interaction Command Right determines if the Record button can appear on a toolbar. It also controls whether theRecord command appears on a shortcut menu. The Record Interactions Security right enables you to make an Ad hocrecording of an interaction appearing in My Interactions. The Monitor Station Queues, Monitor User Queues, or MonitorWorkgroup Queues Access Control rights enable you to make an Ad hoc recording of an interaction appearing on anotherqueue.

Snippet recordings

Use the Snip button to make recordings that are stored in the CIC database. Snip creates SASF (Secure Authenticated StreamFormat) files. Snippet recordings store not only the interaction recording but also participant and event data. Snippet recordings canbe encrypted.

CIC administrators and supervisors use Interaction Recorder to configure and manage snippet recordings. Authorized ICBM userscan use the Interaction Recorder module to search for and play back snippet recordings. These authorized users can also associatetags, attributes, and Quality Management questionnaires with snippet recordings. In addition, supervisors with the appropriate rightscan also create snippet recordings in the ICBM Interaction Supervisor Queues and Agent or Workgroup Queue views. InteractionRecorder Retention policies determine where and for how long CIC retains snippet recordings. Interaction Recorder SecurityPolicies control access to these snippet recordings within IC Business Manager.

Requirements for Snippet recordings:

The CIC administrator must configure Interaction Recorder to Enable Snippet Recordings. The CIC administrator must assigna Recorder Access license to you or the station you are using. Snippet recordings of email interactions are available only ifyour CIC administrator separately enables this feature. Snippet recordings of email interactions are not available by default.Your CIC client is Interaction Desktop or Interaction Connect. The Snip Interaction Command Right determines if the Snipbutton can appear on a toolbar. The Snip Interactions Security right enables you to make a snippet recording of an interactionappearing in My Interactions. The Monitor Station Queues, Monitor User Queues, or Monitor Workgroup Queues AccessControl rights enable you to make a snippet recording of an interaction appearing on another queue.

Snippet Recording Precedence

If you try to create both an ad-hoc recording and a snippet recording of the same call or chat interaction, the snippet recording takesprecedence.

If you start an ad hoc recording first and then start a snippet recording, the ad-hoc recording merges into the snippet recording.Interaction Recorder server manages the resulting snippet recording. This snippet recording contains all the recorded data, from thebeginning of the ad-hoc recording to when the snippet recording stops or the parent interaction is disconnected. You can use eitherthe Record or Snip button stop this recording

However if you or another user start a snippet recording first, you cannot start an ad hoc recording of the same interaction. TheRecord button is unavailable.

Snippet recordings of Email messages

Snippet recordings of email interactions are available only if your CIC administrator separately enables this feature. Snippetrecordings of email interactions are not available by default.

Note: Ad-hoc recordings of email interactions are not supported.

You can start a Snippet recording at any time: in the original email message or in the reply or forwarded email.If you start a Snippet recording in an email reply or forwarded email, the Snippet recording must continue for as long as theoriginal email message (parent interaction) is active. That is, until you disconnect or transfer the parent email interaction.

Warning: CIC does not create a Snippet recording of an email reply or forwarded email if you stop this recording ordisconnect the reply or forwarded email before you send or disconnect the parent interaction.

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If you start a Snippet recording in an email reply or forwarded email, the Snippet recording is not saved until you send the replyor forward the email message.All of the text in the original email interaction or the mail reply is included in a Snippet recording. Partial recordings are notsupported.All of the requirements listed in Requirements for Snippet recordings apply to Snippet recordings of email interactions.

Tip: The Snip button appears on the Queue Control toolbar only if you have the appropriate rights and license.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsAccess Control RightsRecord ButtonSecurity RightsSnip Button

Requirements: The "Assistance" Interaction Command Right determines whether you can display the Request Assistancesidebar. The Request Assistance from Supervisors Security right enables you to request assistance from your supervisor.

Sometimes you encounter an interaction for which you need assistance. For example, a caller could ask a question that you cannotanswer. Or you are in the middle of a web chat when you need help from your supervisor. Or you want to ask a question before yourespond to an ACD-routed email.

You can request assistance only for ACD-routed interactions.You can have one active assistance request for each interaction.You can request assistance multiple times for the same interaction as long as any previous assistance requests are completedbefore you make a new request.

Workgroup Supervisors

Workgroup supervisors are configured in Interaction Administrator. Also, supervisors receive assistance requests only if they arerunning Interaction Supervisor or IC Business Manager. If supervisors are running only the CIC client, they do not receive assistancerequests.

Note: At least one supervisor must be configured for your workgroup in Interaction Administrator and that supervisor must belogged on in order for the request assistance process to work properly.

Requesting Assistance

To request assistance:

1. In My Interactions, select the ACD-routed interaction for which you need help.2. Expand the Request Assistance sidebar.3. In the text box, type your observations or comments and press Enter.

Result: The workgroup supervisor receives an assistance request. Also, all supervisors on the same CIC server see a pop-up toast assistance request. You can chat with your supervisor in the Request Assistance sidebar.

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4. When you no longer need assistance and have finished your conversation with your supervisor, click Done.

Note: Only the person who begins the Assistance Request process can end the request and the resulting conversationby clicking Done.

Assistance Notification Settings

Use the Notification Settings icon in the Request Assistance sidebar to enable or disable assistance notifications. Assistancenotifications occur when you supervisor responds to your assistance request.

To pop open the Request Assistance sidebar, clear the Disable Notifications check box.To display a red badge over the Request Assistance icon while the sidebar is collapsed or opened to a different sidebar item,select the Disable Notifications check box.

Related TopicsAssistance ProcessManage a Chat SessionSidebarWorking with Chat Sessions

Assistance Process

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You submit an assistance request in the form of a problem description or question in the Request Assistance sidebar. You enter aproblem description or question and press Enter.

All of the workgroup supervisors on the same CIC server see this assistance request. If a supervisor responds to the request, thetoast notification closes automatically for all supervisors.

Note: Workgroup supervisors are configured in Interaction Administrator. Also, supervisors receive assistance requests only ifthey are running Interaction Supervisor or IC Business Manager. If they are running only a CIC client, they do not receiveassistance requests. At least one supervisor must be configured for your workgroup in Interaction Administrator and thatsupervisor must be logged on in order for the request assistance process to work properly.

The supervisor responds to the notification by clicking a link:Respond opens the Respond to Assistance Request dialog, to give immediate assistance and feedback to the user. Thesupervisor can text chat with the agent, and use call action controls to listen, coach, join, record, pause, pickup, or disconnectthe interaction.

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Ignore disregards the message and dismisses the assistant request toast.Manage Assistance Requests opens the Agent Assistance dialog box, which displays all assistance requests from agents inworkgroups for which the supervisor has responsibility. The supervisor can select a request to answer, and assist multipleagents at the same time.

You can chat with your supervisor in the Request Assistance sidebar.

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Related TopicsRequest Assistance From Your Supervisor

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Requirements: See Secure Record Pause.

You can use Secure Pause to avoid recording sensitive information, such as a Social Security number or credit card number, duringa call. This procedure assumes you are currently connected to a call. You do not have to be currently recording the call interaction.

Note: The Secure Pause button is enabled when you select the parent interaction (call), not the recording.

To secure pause a recording:Select a call interaction and click Secure Record Pause.

Result: Your recording of the interaction (and all recordings by any other monitors of this interaction) are paused for aconfigured period of time. The Secure Pause button displays a countdown timer of how long all recordings will continue tobe paused. The Secure Pause does not end until the timer reaches zero.

You can press Secure Pause again during a pause to reset the countdown timer to the maximum duration of a pause.

Tip: Pressing Secure Pause multiple times during a pause does not increase the duration beyond the maximum timelimit. The maximum duration of a Secure Pause is configured in Interaction Administrator. Contact your CICadministrator if you have questions about the length of a Secure Pause.

Note: The final recording contains a beep to indicate secure (non-recorded) segments. The recording does not play silenceduring the secure pause segment. These segments are omitted from the recording.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsRecording TypesSecure Pause Button

You can view extended information for a completed interaction or make notes during the interaction.

To view interaction details, do one of the following:In My Interactions, select an interaction and click the Interaction Properties, Interaction Log, or Interaction Notes sidebarcontrol.In Call History, select an interaction and click the Properties button. To select which interaction properties to display, clickNotes or Log.

Properties

If your system is configured to use Account Codes and Wrap-Up codes and you have the appropriate rights, you can assign thesecodes in the Interaction Properties sidebar.

Note: The Wrap-Up code you view or assign applies only to the interaction segment created when you were connected to theinteraction.

Secure Pause a Recording

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Log

The Log describes changes in the interaction’s state. This information goes into a log file and is used for reporting purposes.

Notes

Notes record information typed by an agent about an interaction.

Note: You can take notes on an interaction only while the interaction is selected and active, during a call, for example.

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To take notes on an interaction:1. In My Interactions, select an interaction. In the Sidebar area, click the Interaction Notes control.

Result: The Interaction Notes sidebar appears.2. In the New Note text box, type the notes.

3. Press Enter.

Result: The text appears in the Interaction Notes sidebar.

Tip: You can add additional notes to the same interaction while it is in progress.

Related TopicsAdd Notes to an InteractionAssign Codes to an Incoming InteractionAssign Codes to Outgoing InteractionView and Edit Directory EntriesWorking with Account and Wrap-Up Codes

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Working with Chat SessionsIn the CIC client, chat sessions are online, real-time, typed conversations between CIC client users or between a CIC client user anda remote chat participant browsing your website. If Customer Interaction Center is configured to receive chat sessions, then youare alerted to a chat session, just as you are alerted to other incoming interactions such as calls.

Tip: Pick up an alerting chat request in My Interactions. Or, a chat can open automatically, if your user information in InteractionAdministrator is configured to Auto-Answer non-ACD Interactions. Popup blockers can prevent auto-answer windows fromopening. If you want to use the Auto-Answer feature, you may need to configure your browser or popup block software to allowpopup windows in the CIC client.

There are three types of chat sessions:A CIC user to remote participant chat is a web chat. A remote user can start the chat by clicking a link on your company’swebsite. Or, if your Customer Interaction Center system is appropriately configured, an incoming SMS text message can appearas a chat request. Chat requests can be ACD-routed to your queue, much like an incoming call. You then pick up the chatrequest in a similar manner to answering an incoming call.

A CIC user to CIC user chat is an Intercom chat. These internal chats can take place only between CIC users on the same CICserver. Intercom chats are not limited to two participants and can include several CIC users. Use Intercom chats to get a quickanswer to a question or to pull a team together to work together on a problem. For more information, see Initiate a ChatSession.

Requirements: You need the Intercom Chat Security Right before you can participate in an intercom chat. Intercom chatscan take place only between users on the same CIC server. You cannot start a chat session with a user on a peer server.You also need the View Directory Status Columns Access Control right for the Logged In column. This enables the CICclient to determine if another CIC user is available for a chat.

Chats initiated by Altocloud appear in the Interaction Connect My Interactions view, just like PureConnect web chats. Altocloudchats enable agents to display journey map information in the Altocloud view. For more information, see Altocloud view.

Chat InteractionsA conversation bubble icon identifies web chats and intercom chat interactions. Altocloud chat interactions are identified by theAltocloud icon.

The display of a chat interaction has these other special features:The Chat Response Time column displays the time that has elapsed since anyone involved in the chat entered some text.

If someone involved in the chat is currently typing, an icon appears in the Details column.

Note: You need the appropriate View Queue Columns Access Control rights to display the Chat Response Time and Detailscolumns.

The selected chat determines which chat session appears in the Current Interaction view. The currently selected chatinteraction is highlighted.

Related TopicsAdd Notes to an Interaction

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Assign Codes to an InteractionCopy and Paste Text during a Chat SessionDetermine if Someone is Listening to or Recording Your InteractionsDisconnect a Chat SessionManage a Chat SessionMark a Chat Session as PrivatePick Up a Chat RequestPlace a Chat Session on HoldRecord a Chat SessionRequest Assistance from Your SupervisorSend a Chat Session Request to VoicemailTransfer a Chat Session

Chats and the Current Interaction viewThe Current Interaction view displays a Chat conversation. You can use the Current Interaction view to review the conversation andsend text to the other chat participants.

Tip: You can display the Current Interaction view in a side by side arrangement with My Interactions. The currently selectedinteraction appears in this view.

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1 ChatMembers

This section displays the names of the other chat participants.

2 Conversation The conversation area displays the pre-configured automatic messages that CIC sends when the chatbegins, plus all the chat messages from all the participants.

Your replies have a gray background. An icon with a headset indicates a PureConnect user. Icons withoutheadsets indicate customers or other external chat participants.

3 Quote To reply to a specific message in the chat conversation, point to the message and click the quotationmarks icon. Type a reply and click the Send icon. The quoted message and your reply appear together inthe conversation.

Tip: To remove the quote from your reply, click the X on the right side of the quote before clickingSend.

4 Typingindicator

This indicates which other chat participant is typing a reply.

5 Compositionarea

Compose your reply to an ongoing chat, then click Send or press Enter.

You can:Type a response.Copy and paste text to or from a Windows application.Include a quote from an earlier message in your reply.Use multimedia in your replies. Insert an https link to a video, an audio file, or an image. InteractionConnect embeds a video or audio file player or displays the image in your view of the chat.

Note: The links are transmitted to chat participants. Visitors using the Interaction Web Toolschat or chat widget on your company website can click the link and open it in a separatebrowser tab.

Example: An embedded video player appears in the Current Interaction view for supported formatslike YouTube, Vimeo, and Imgur.

6 Emojis To insert a selected emoji in your reply, click the icon.

Message Indicator and link

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1 MessageIndicator

When both the Current Interaction and My Interaction view are not visible at the same time, a messageindicator appears on the view tab to alert you that a chat conversation requires attention.

2 Link toChat

To display the Current Interaction view for the selected chat, click the chat message in the Details column.

Note: New chat messages appear as bold text in the Details column.

Related TopicsAdd or Close ViewsSidebar

Manage a Chat SessionCIC client users can participate in intercom chats or web chats. Chat sessions can include two or more users. You can use theCurrent Interaction view to manage a chat. You can also use the Interaction Notes sidebar in My Interactions to add notes to a chatsession.

Related TopicsAdd Notes to an InteractionAssign Codes to an InteractionConference Two or More Chat SessionsDetermine if Someone is Listening to or Recording Your InteractionsDisconnect a Chat SessionCopy and Past Text During a ChatInitiate a Chat SessionMark a Chat Session as PrivatePick Up a Chat RequestPlace a Chat Session on HoldRecord a Chat SessionRequest Assistance from Your SupervisorSidebarTransfer a Chat SessionWorking with Chat Sessions

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Use the Interaction Notes sidebar in My Interactions to add notes to the currently selected interaction.

Note: If you add notes to a chat, the other chat participants do not see these notes. However, these notes are visible to otherCIC client users who are "Listening to" (monitoring) the interaction.

To add notes to an interaction:1. In My Interactions, expand the Interaction Notes sidebar.

2. In the text box, type your observations or comments and click the Add Note icon (plus sign).

Result: Your notes appear in the Interaction Notes sidebar.

Related TopicsRespond to a Callback RequestManage a Chat SessionSidebarWorking with Chat Sessions

Requirements: See Working with Account and Wrap-Up Codes.

You can assign an Account Code or Wrap-Up Code to an interaction. The Account Code and Wrap-Up Codes drop-down lists containthe codes defined in Interaction Administrator.

To assign codes to an interaction, do one of the following:When working with a callback request, chat, or email interaction, select the appropriate codes in the Interaction Propertiessidebar.

Note: Wrap-Up codes are not used for email message replies or forwarded email messages.

When making a call, select a code in the Advanced Dialing Options dialog box.

Related TopicsAssign Codes to an Incoming InteractionAssign Codes to an Outgoing InteractionManage a Chat SessionSidebarUnderstanding Account CodesUnderstanding Wrap-Up Codes

Add Notes to an Interaction

Assign Codes to an Interaction

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You can create conference chats by bringing members from two or more separate chat sessions into a single chat session. Beforeyou begin, you should have two or more connected chat sessions in your My Interactions view.

Note: If you are using Accessibility Mode, see Create a Conference Chat in Accessibility Mode.

To conference two or more chat sessions:1. Initiate a chat session.2. Initiate a second chat session with a different CIC client user.3. In your My Interactions view, click and drag one connected chat session onto another connected chat session.

Result: In your My Interactions view, the two chats are placed under a single Chat Conference call object that is identified bythe name "Conference."

4. Repeat steps 2 and 3 for any additional participants you want to add to the chat conference.

Note: The name of each chat participant appears in the Chat Members section of the Current Interaction view.

5. When the session is complete, click the Disconnect button in the My Interactions view to end the chat conference.

Related TopicsChats and the Current Interaction viewManage a Chat SessionWorking with Chat Sessions

You can use the Windows clipboard to copy all or part of a chat session to a text-based Windows application such as MicrosoftWord or Notepad. You can also copy text from files open in Windows applications to the chat session.

Use Windows Copy and Paste operations to copy the text from an open file to the composition area of the Current Interaction view.Then click Send, just as if you'd typed the response.

Note: If you have a standard reply to a frequently asked question stored in a document, you could use a pointer to thisdocument in a stored Response. For more information, see Create Personal Responses.

Related TopicsChats and the Current Interaction viewManage a Chat SessionWorking with Chat Sessions

Requirements: See Disconnect.

To disconnect a chat session:In My Interactions, select the chat interaction and click the Disconnect button.In My Interactions, select the chat interaction, right-click and choose Disconnect from the menu that appears.

Related TopicsManage a Chat SessionMy InteractionsWorking with Chat Sessions

Conference Two or More Chat Sessions

Copy and Paste Text During a Chat

Disconnect a Chat Session

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Requirements: You need the Intercom Chat Security right to start or participate in intercom chats with other CIC client users.You also need the View Directory Status Columns Access Control right for the Logged In column. This enables the CIC clientto determine if another CIC user is available for a chat.

Intercom chats, or chat sessions between CIC client users, can include two or more users. To start intercom chats with two ormore other users, you can conference two or more chat Sessions

Note: Intercom chats can take place only between users on the same CIC server. You cannot start a chat session with a useron a peer server.

To start a chat session with another CIC client user:

1. In the Company Directory, select the name of the person with whom you wish to chat.2. If the selected CIC user is logged in, click the Chat button in the Company Directory.

Result: The chat appears in the Current Interaction view.

Related TopicsConference Two or More Chat SessionsManage Chat SessionWorking with Chat Sessions

You can mark a chat session as private. This option prevents other CIC client users from recording this chat session,

Warning: Use of the Private feature may be subject to your company’s policies and should only be used in accordance withthose policies. CIC handler customization can be used to track the use of the Private feature to ensure compliance with suchpolicies.

To mark a chat session as private:Select a chat and then in the queue control toolbar, click the Private button.Right-click the chat and choose Private from the menu that appears.

Note: This button is unavailable if the chat is not in a state in which this action can be performed.

Related TopicsManage a Chat SessionPrivate ButtonWorking with Chat Sessions

Initiate a Chat Session

Mark a Chat Session as Private

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Requirements: See Listen.

If you have the appropriate rights, you can monitor a chat without being a participant.

Some things to note about the process of monitoring a chat:If you monitor a chat, a Lsns icon appears on the line containing the interaction in the queue views for the participating CICclient users and your own queue views.

Tip: For more information, see Determine if Someone is Listening to or Recording Your Interactions.

The Lsns icon is not removed until you cease to monitor the interaction by closing the chat window on your workstation orclicking the Listen button a second time.You can stop monitoring a chat at any time.If you monitor a chat, you see the complete chat conversation as it occurs. The conversation includes text typed byparticipants, text or URLs incorporated from Personal Responses and the selected Account Code or Wrap-Up Code.

Note: Files sent to chat participants are not visible to a user who monitors the chat.

In a typical example, another CIC client user (agent) picks up a chat from a workgroup queue. If you have the necessary rights tolisten to (monitor) interactions and to monitor the queue on which the chat is appearing, you can view the chat.

To monitor a chat:1. The agent picks up a chat.

2. You select the same chat interaction from the appropriate queue view and do one of the following:

Right-click the chat and choose Listen In from the menu that appears.Select the chat and then click the Listen button.

Result: The Chat appears in the Current Interaction view.

Note: You can stop listening at any point in this process. You do not need to wait until the agent completes the chat orwithdraws from participation by disconnecting.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsDetermine if Someone is Listening to or Recording Your InteractionsManage a Chat Session

Monitor a Chat

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Requirements: See Pickup.

When someone sends a chat request to you, the CIC client sends a message to your email account and the chat request appears inyour My Interactions queue.

Note: The chat may open automatically, if the CIC administrator enables your CIC client to Auto-Answer non-ACD Interactions.Popup blockers can prevent auto-answer windows from opening. If you want to use the Auto-Answer feature, configure yourbrowser or popup blocking software to allow popup windows.

To pick up a chat session request:Do one of the following:

In My Interactions select the chat request and click the Pickup button.Click the desktop alert (toast popup) and then select the chat request in My Interactions and click Pickup.

Note: Clicking a desktop alert pops the browser containing the CIC client to the top of all openapplications. Desktop alerts appear in the lower right-hand corner of your Windows desktop.

Related TopicsManage a Chat SessionWorking with Chat Sessions

You can place a chat on hold to free yourself up for other interactions. When you place a chat session on hold, the CIC client maysend you another phone call, email message, or chat session. While a chat session is on hold, you are free to accept or startanother interactions. Other chat participants can continue to type and send text while you have your part of the Chat Session onhold.

To place a chat session on hold:In My Interactions, select the chat and click the Hold button.In My Interactions, right-click the chat and select Hold from the menu that appears.

Note: The Hold button is selected while the chat session is on hold.

Related TopicsManage a Chat SessionWorking with Chat Sessions

Requirements: This feature may or may not be available to you, depending on the licenses and rights assigned to you inInteraction Administrator. Two types of recordings are available in the CIC client. For the Record button, see theRequirements for Ad hoc recordings. For the Snip button, see Requirements for Snippet recordings.

With the appropriate licenses and rights, you can record a chat session between other CIC client users (intercom chat) or betweenyou and remote chat participants (web chat). Recording a chat session creates a transcript of the chat.

You can make two types of recordings: Ad hoc and Snippet. Use the Record button to create an Ad hoc recording or the Snip buttonto create a Snippet recording. For more information about the differences between these types of recordings, see Recording Types.

Tip: You can make either an Ad hoc or a Snippet recording of an interaction. You cannot make both types of recordings of thesame interaction. For more information, see Snippet Recording Precedence.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Pick Up a Chat Request

Place a Chat Session on Hold

Record a Chat Session

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Recording a Chat Session

To record a chat session:In My Interactions, select the chat and click the Record or Snip button.

Tip: The Snip button does not appear on the Queue Control toolbar by default. If you have the appropriate rights andlicense, you can add it. See Customizing Queue Control Toolbars.

Note: The Record and Snip buttons are unavailable if the chat is not in a state in which this action can be performed, orif you do not have rights to record interactions.

After you start a recording:Click the Record or Snip button again to stop the recording session for a chat.You can press the Record or Snip button more than once to stop or continue recording your chat.

Pausing a recording

Note: Pause is not available if you are making a Snippet recording. Pause is also not available if the interaction is not in astate in which this action can be performed.

While recording a chat, click the Pause button to temporarily stop the recording.When a recording is paused, click the Pause button again to resume the recording session.

After the chat session ends

Record and Snip save only the text entered in a chat session while you have the button pressed. After the chat session ends, CICstores all parts of the recorded chat. Snippet recordings are stored in the CIC database and are available only to InteractionRecorder users - usually administrators and supervisors. Ad hoc recordings made using the Record button are stored in files thatyour CIC administrator can arrange for you to receive as email message attachments.

Example of an ad-hoc recording sent to an agent

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Related TopicsDetermine if Someone is Listening to or Recording Your InteractionsManage a Chat SessionWorking with Chat Sessions

Requirements: The "Assistance" Interaction Command Right determines whether you can display the Request Assistancesidebar. The Request Assistance from Supervisors Security right enables you to request assistance from your supervisor.

Sometimes you encounter an interaction for which you need assistance. For example, a caller could ask a question that you cannotanswer. Or you are in the middle of a web chat when you need help from your supervisor. Or you want to ask a question before yourespond to an ACD-routed email.

You can request assistance only for ACD-routed interactions.You can have one active assistance request for each interaction.You can request assistance multiple times for the same interaction as long as any previous assistance requests are completedbefore you make a new request.

Workgroup Supervisors

Workgroup supervisors are configured in Interaction Administrator. Also, supervisors receive assistance requests only if they arerunning Interaction Supervisor or IC Business Manager. If supervisors are running only the CIC client, they do not receive assistancerequests.

Request Assistance from Your Supervisor

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Note: At least one supervisor must be configured for your workgroup in Interaction Administrator and that supervisor must belogged on in order for the request assistance process to work properly.

Requesting Assistance

To request assistance:

1. In My Interactions, select the ACD-routed interaction for which you need help.2. Expand the Request Assistance sidebar.3. In the text box, type your observations or comments and press Enter.

Result: The workgroup supervisor receives an assistance request. Also, all supervisors on the same CIC server see a pop-up toast assistance request. You can chat with your supervisor in the Request Assistance sidebar.

4. When you no longer need assistance and have finished your conversation with your supervisor, click Done.

Note: Only the person who begins the Assistance Request process can end the request and the resulting conversationby clicking Done.

Assistance Notification Settings

Use the Notification Settings icon in the Request Assistance sidebar to enable or disable assistance notifications. Assistancenotifications occur when you supervisor responds to your assistance request.

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To pop open the Request Assistance sidebar, clear the Disable Notifications check box.To display a red badge over the Request Assistance icon while the sidebar is collapsed or opened to a different sidebar item,select the Disable Notifications check box.

Related TopicsAssistance ProcessManage a Chat SessionSidebarWorking with Chat Sessions

Rather than answer an incoming (alerting) chat session request, you can send that request to your voice mail. You can also send achat participant with whom you are connected to your voice mail.

To send an alerting or connected chat to voice mail:From the appropriate queue view, select the chat session, if it is not already selected, and in the Queue Control toolbar, clickthe Voicemail button.

Result: The chat session requester or participant is prompted to type a message. When the requester or participant hasfinished leaving a message and exits or disconnects the chat session, you receive the message by e-mail.

Related TopicsManage a Chat SessionWorking with Chat Sessions

Send a Chat Session Request to Voicemail

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You can transfer a chat session to another CIC client user or to a workgroup. Use this option, for example, if you want a moreexperienced agent to handle the chat request.

To transfer a chat session using a directory:1. In My Interactions or other queue view, select the chat session.2. Do one of the following:

Select a name in the directory and press Enter.Drag and drop the chat session onto a name in a directory.

Note: You can transfer a chat session by dragging and dropping in on a selected recipient in the CompanyDirectory or to a workgroup in the Workgroup and Profile View.

To transfer a chat session using the Transfer dialog box:1. Pick up the chat request,

2. Do one of the following:On the Queue Control toolbar, click the Transfer button.Right-click the chat request and select Transfer from the shortcut menu.

3. In the Transfer dialog box, in the Transfer To: text box, type all of part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, select the appropriate name and associated extension number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether thetransfer recipient is logged onto the CIC client and is able to accept the transferred email message.

5. Click the Transfer button.

Result: The transferred chat request disappears from My Interactions and is routed to the selected recipient.

Related TopicsManage a Chat SessionTransfer ButtonTransfer Dialog BoxUsing the Queue Control ToolbarWorking with Chat Sessions

Transfer a Chat Session

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Requirements: You need the Response Management Security right to use Response Management.

You use stored responses to avoid typing the same information over and over again. You can select a response and include it in achat.

There are some limits to the use of stored responses in chats. Chat interactions are conducted in plain text. Stored responses thatcontain formatted text are converted to plain text when used in a chat. Hyperlinks and images in a stored response are not sent aspart of a chat reply. However, you can use responses containing macros in a chat. You can send a file to a visitor who starts anACD-routed chat session from your company’s website (web chat). This function is not available when you are chatting with otherCIC users (intercom chat). However, you can send text containing the file path to other CIC users.

To use a stored response when participating in a chat:1. Do one of the following:

In the Response Management view, search for and then select an appropriate response. Click Insert.In the Current Interaction view, type the Response item Shortcut and press Ctrl+Space.

Tip: For more information, see Use a Response Shortcut.

Result: The response appears in the Composition area of the Current Interaction view. You can edit the response before it isincluded the Chat.

2. Make any necessary changes to the response and then click Send.

Result: The response appears in the Conversation area of the Current Interaction view. The other chat participants see yourresponse. When a hyperlink is included in a Response Management item and then added to a Chat session, the hyperlinkappears as a clickable link.

Related TopicsChats and the Current Interaction viewManage a Chat SessionWorking with Chat Sessions

Use Response Management During a Chat Session

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Client Memos

Supervisor Client MemosCIC administrators can easily communicate with selected users, workgroups or roles by means of brief messages (client memos).An administrator creates these client memos in Interaction Supervisor and they appear in the CIC client. There are two ways youcan receive these client memos: desktop pop-ups and notifications.

Desktop pop-ups (toast) appear in the lower right-hand corner of your Windows desktop. Pop-ups remain on the screen until youclose them or the supervisor removes them.

Note: You cannot retrieve a desktop pop-up after you close it.

Notifications appear in lower edge of the Interaction Connect interface. This notification area contains the text of the latest clientmemo. If you receive multiple client memos, the text of the client memos scroll one at a time into this area.

Note: Notifications do not appear in this area in Internet Explorer. However, they do appear as messages in the top part of theInteraction Connect interface.

Tip: Click the drop-down arrow in the notification area to display a list of your current notifications.

Desktop pop-ups

Notification Area

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Co-browseCo-browse is a collaborative web browsing experience shared between a CIC agent and a visitor to your website. It enables thevisitor to show an agent an issue or get direct assistance on a webpage. The agent can see and interact with the visitor's view ofthe webpage. The agent can direct the visitor to information or help resolve an issue. The limits of the agent's manipulation of thevisitor's screen are at the customer's discretion. At the same time, the agent can talk to or chat with the visitor.

Note: The CIC agent must be a PureCloud Engage customer and also employ Interaction Connect to participate in the co-browse session. Your CIC administrator must also enable Genesys Cloud for PureConnect and complete the necessary Co-Browse Configuration and Setup procedures.

User experienceA website visitor calls your company and is routed to a CIC agent or the visitor initiates a chat with one of your CIC agents. Oncecontact is made, the visitor clicks a button on your website to initiate a co-browse session with the agent. This generates a sessioncode which the visitor can see. The visitor provides the agent with the necessary co-browse session code.

In Interaction Connect, the agent uses this code to join the co-browse session. Once joined, the agent can see everything thewebsite visitor sees. The agent uses the Co-browse view to interact with the webpage currently displayed on the visitor'sworkstation. The agent can point, type, or click controls on the web page. The agent's activities are limited to this current webpage.Your website developer can mask sensitive data such as credit cards numbers which may appear on this webpage.

Related TopicsCo-browse sidebarCo-browse viewTransfer a Co-browse sessionUse Co-browse during an interactionWebsite Visitor's Co-browse toolbarCo-browse requirementsCo-browse configuration and setup overview

Co-browse RequirementsPureCloud Engage 3Co-browse is a billable PureCloud service that requires a PureCloud Engage 3 license. The PureCloud service is available toPureConnect customers at a discounted rate. Contact a Sales representative to arrange for this discount,PureCloudInsideSales@inin.com.

Customer Interaction Center, version 2017 R2 or later.Interaction Connect, version 2017 R2 or later.

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Co-browse Configuration and Setup Overview1. Check the Co-browse requirements.2. Sign up for PureCloud Engage 3 and arrange for billing.3. Set up the Genesys Cloud for PureConnect integration. See the Genesys Cloud for PureConnect Administrator's Guide in the

PureConnect Resource Center.

Note: Setting up the Genesys Cloud for PureConnect integration automatically creates a PureCloud organization that ispaired with your CIC user information.

4. In PureCloud Administration, assign the Engage User role to selected agents. Assign the Engage Supervisor role to one ormore selected supervisors.

Note: For more information, see the PureCloud Resource Center articles: Products, roles and permissions list, AboutPeople and Permissions, and Edit a user's profile.

5. In Interaction Administrator, assign the Customize Client Security right to selected CIC agents.

Requirement: In order to display the Co-Browse view in Interaction Connect, agents need the Customize Client Securityright.

6. Enable the co-browse feature on your company website.This step includes creating a deployment key and adding a reference to the PureCloud Co-browse JavaScript API to yourwebpage source. For examples of ways to mask sensitive data during a co-browse session, see also Mask data in co-browse.

Co-browse view

Requirements: You need the Customize Client Security right to add views. See Co-browse for requirements for the Co-browsefeature.

You join a Co-browse session by clicking the Co-browse sidebar button after a visitor to your company's website provides you witha Co-browse session code. For more information, see Use Co-browse during an interaction.

You add the Co-browse view to your CIC client as you would any other view. It is available on the Quick Picks list and in the AddViews dialog box. For instructions, see Add or Close Views. As with any other view, you also control where the view appears in yourCIC client. For more information, see Change View Layout.

The Co-browse sidebar enables you to join a Co-Browse session. You can see the visitor's view of your company's webpage. Youcan interact with the webpage to point the website visitor to information or guide them in resolving an issue.

Display the Co-browse view

Co-browse sidebar and view

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1 Selectedinteraction

To join a Co-browse session, you must have a selected and connected interaction.

2 Co-browseSidebar

To enter the Co-browse session code and join the Co-browse session, use the Co-browse Sidebar.

3 Co-browseview

After you join the Co-browse session, the visitor's webpage appears in your Co-browse view. See alsoSidebar.

4 Pointer To indicate specific parts or controls in the visitor's webpage, use the pointer The visitor sees a cursorand your name on the webpage.

Note: You also see the visitor's name and cursor in your Co-browse view.

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5 Annotation To display text directly on the visitor's webpage, click the Annotation icon. You can position theannotation anywhere on the webpage.

The visitor has a similar control and can ask questions or respond. You and the visitor see allannotations made on this webpage.

6 Fullscreen This control does not apply to the Co-browse view in Interaction Connect.

7 Requestnavigation

To ask the website visitor to let you change to a different webpage, click this control and enter a URLwhen prompted.

The website visitor can allow or deny you the ability to navigate to a different webpage.

8 RequestControlandReleaseControl

To ask the website visitor to let you control the webpage view, click Request Control. To enable you totake control, the visitor must click an Allow button in the visitor's Co-browse toolbar.

If you have control, you can relinquish it by clicking Release Control.

9 Participants Other agents or supervisors can join a Co-browse session. To display the names of all the participantsin the Co-browse session, click this control.

10 End ScreenShare

To end your participation in the co-browse session, click this control

Note: The website visitor can also end the co-browse session at will.

11 Resize to Fit This control does not apply to the Co-browse view in Interaction Connect.

12 Magnificationslider

Adjust the magnification of the webpage view.

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13 View-onlyMode

or

ControlEnabled

View-only Mode indicates that the website visitor is in control of the webpage.

Control Enabled indicates that you are in control of the webpage.

During a Co-browse session, the website visitor sees a webpage toolbar that is similar to the controls available your Co-browseview. The visitor has the same Pointer, Annotation, Participants, and End Co-browse controls.

1 Move The visitor uses this control to drag and drop the Co-browse toolbar in another location on their viewof the webpage.

2 End ScreenShare

The website visitor can end the Co-browse session at any time.

Website Visitor's Co-browse toolbar

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Use Co-browse during an interaction

Requirements: You need the Customize Client Security right to add views. See Co-browse for requirements for the Co-browsefeature.

You can use the Co-browse feature to give direct assistance to a visitor to your company's website.

To use Co-browse during an interaction:1. Ask the website visitor to click a special Share Page link (or similarly named link) on your company's website.

Note: Your company's website designer determines the name of the link the website visitor uses to request a Co-browse session code.

2. Request that the website visitor tell you the Session code.

Note: A Co-browse session is always associated with an interaction. To join a Co-browse session, you must have aselected and connected interaction.

3. While keeping the Chat or Call connected and selected, click the Co-browse control in the My Interactions sidebar.

Note: You cannot start a Co-browse session without a connected and selected interaction.

4. Type the Session Code in the Co-browse sidebar and click Join.

Result: In the Co-browse view, you see the website visitor's view of your company's webpage. The website visitor sees amessage that they have shared their page with you.

5. Tell the website visitor to click Dismiss to close the message dialog box.

Result: You see the visitor's name and cursor. The visitor can point to where they have a question or a problem. The visitoralso sees your name and cursor as you point to areas or controls on the webpage. The visitor can give you control over thewebpage so you can scroll, type in fields, click buttons, and make menu selections.

Tip: For a description of the controls available to you in a Co-browse session, see Co-browse view. The WebsiteVisitor's Co-browse toolbar is similar to the one in your Co-browse view.

6. After you've assisted the website visitor, either of you can click the End Co-Browse control.7. After the Co-browse session ends:

You disconnect the associated interaction.The website visitor clicks Dismiss in the Session Ended dialog box.

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Transfer a Co-browse sessionA Co-browse session is always associated with an interaction. You transfer a Co-browse session to another CIC agent bytransferring the associated interaction. When you transfer the interaction, you transfer both the interaction and the Co-browsesession.

Requirement: The agent receiving the transferred co-browse session must have the appropriate rights and permissions inboth CIC and PureCloud to use the Co-browse feature. See Co-browse for requirements for the Co-browse feature.

To transfer a Co-browse session:1. Select the interaction with the associated Co-browse session.2. Do one of the following:

To blind transfer the interaction to another agent, select the agent's name in the Company Directory and then clickTransfer.

For more information about blind transfers, see Transfer a Call to a Directory Entry or Transfer a Chat Session.

To transfer a call after consulting the other agent, in the My Interactions toolbar, click Transfer. After selecting the otheragent in the Transfer dialog box, click the down arrow on the Transfer button and select Consult. After talking to the otheragent, in the Consult Call dialog box, click Transfer.

For more information about consult transfers, see Transfer a Call After Consulting the Recipient.

Result: CIC transfers the call to the other agent.3. The other agent picks up the interaction.

Result: After CIC successfully transfers the interaction and the other agent picks it up, the other agent sees the sessioncode in the Co-browse sidebar.

Note: If necessary, CIC prompts the other agent to add the Co-browse view. The Co-browse view is required for a Co-browse session.

4. The other agent clicks Join in the Co-browse sidebar.

Result: The other agent now sees the transferred Co-browse session in the Co-browse view.

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Working with Directories

Requirements: The View General Directories Access Control right determines which General Directories you can display. TheDirectory Administrator Security right enables you to edit all public directories. Regardless of rights or directory ownership,you cannot add or edit entries in an LDAP directory.

You need the View Directory Status Columns Access Control right to all or selected Status columns to enable you to addStatus columns to a directory view.

Private DirectoriesSome conditions apply when you want to add, edit or delete contacts in a private directory. These conditions include whether thedirectory is Read Only, whether you own the directory, and whether you have the Directory Administrator Security right.

Note: When an administrator defines a data source for the directory in Interaction Administrator, he or she can make it ReadOnly. The CIC user who creates a directory is its owner. When you add a view, private Speed Dial views and Directory viewsdisplay a lock icon next to their name in the Available items list.

Read-Only?

Directoryowner?

DirectoryAdministratorright?

Canyouupdate thedirectory?

Reason

YES YES YES NO

If the directory is read-only, you cannot update it.YES YES NO NO

YES NO YES NO

YES NO NO NO

NO YES YES YES If the directory is writable and you are either the owner or have the DirectoryAdministrator right, you can update it. However, even with sufficient permissions,Access Rights for individual contacts control whether you can change or delete aspecific contact record.

NO YES NO YES

NO NO YES YES

NO NO NO NO If you are not the directory owner and don't have the Directory Administrator right,you cannot update it.

In addition to the conditions shown in Private Directories, Access Rights on each contact make the final determination of whetheryou can edit or delete a contact.

Access Rights for individual contacts

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Using DirectoriesCIC client directories contain contact information such as names, telephone numbers and extension, email address. They can alsodisplay CIC client user status information. You can use the information in these directories to make and manage interactions. Youcan configure which available directory views appear in the CIC client. For more information, see Working with the CompanyDirectory and Working with Other Directories.

Each directory contains a list of names. You can:Call the default number associated with a contact by double-clicking a name.Click a phone number hyperlink to dial a directory contact.Transfer a connected call.View the contact’s properties such as addresses and additional phone numbers.Edit a directory entry if you have the appropriate permission as assigned to you in Interaction Administrator.

Note: This applies to IC Private and IC Public directories. You cannot edit Company Directory entries.

View another user’s status or change another user’s status.Camp on another user’s extension.Search for a contact.View a status summary for all users.

You control the appearance of your directories. You can:Add or remove directory viewsAdd or remove columns from a directory view.

Note: Your CIC administrator must grant you the View Status Columns access control right to all or selected Statuscolumns to enable you to add Status columns to a directory view.

Reorder or resize columns.Sort a directory.

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1 Directorytab

You can drop and drag the directory tab to move the directory view to a new location.

2 Close Click the X on a tab to close the view. You have not removed the view and can be add it back to the CICclient interface.

3 Add View Click the Add View icon (plus sign) to select and display a view. For more information, see Add or CloseViews.

4 Columnheadings

You can drag and drop a column heading to move a column to a different position. For moreinformation, see Customize Columns.

5 SortDirection

Triangles indicate whether the contents of a column are sorted in ascending or descending order. Formore information, see Sort a Directory.

6 Status Use the default Status or the Status Summary column to determine if a contact is available to take acall. Several other status columns are available, including Status Notes and Time in Status. For moreinformation, see Customize Columns.

Tip: Point to an icon in the Status Summary column to display a tooltip that explains its meaning. Itcan also display the Status Notes and Until Date and Time, if available.

Note: General directories contain external contacts. CIC status information is not available forexternal contacts.

7 ChooseColumns

Use the Choose Columns control to add or remove view columns from the current directory.

8 Horizontaland Verticalscroll bars

A horizontal scroll bar appears if the total width of the columns exceeds the space available in thebrowser window.

A vertical scroll bar appears if all the entries in a single view cannot be displayed in the space available.

9 Search Use the search field to locate a specific directory entry or group of entries. For more information, seeSearch a Directory.

10 Pagingcontrols

A large directory or set of entries is displayed in a paged format. The arrows enable you to navigatefrom one page to another in the directory.

Note: By default, directories with more than 100 contacts appear in a paged format. Your CICadministrator determines how large a directory must be before it appears in a paged format andhow many contacts appear on a single page.

11 Viewdescription

This section describes the contents of the current view and lists the total number of entries in thedirectory or search results.

12 Directorytoolbar

Use the Directory toolbar to manage your contacts and interactions with those contacts. For moreinformation, see Using the Directory Toolbar.

Note: The Chat, Change Status, Camp and Voicemail commands are not available for externalcontacts in General Directories.

Related TopicsAdd or Remove View ColumnsClick to Dial a Directory ContactCustomize Columns

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Display a Speed Dial ViewDrag and Drop a Call on a Name in a DirectoryDirectory Properties Dialog BoxSearch a DirectoryTransfer a Call to a Directory EntryWorking with Other DirectoriesWorking with the Company Directory

Search a DirectoryThe CIC client uses a paged format to display large directories. Paging controls enable you to navigate from one page to another inthe directory and locate a specific directory entry.

Note: By default, directories with more than 100 contacts appear in a paged format. However, your CIC administratordetermines how large a directory must be before it appears in a paged format and how many contacts appear on a single page.

To search for a directory entry:Enter the first few letters of the column entry (if it’s alphabetical), or enter the first few numbers (if it’s numerical) in the Searchfield on the directory tab.

Search for all combinations of specific letters by using * for a wildcard match. For example, use *ob to find all entriescontaining, but not necessarily beginning with, ob.

Note: Searches in Directory columns that contain comma-separated values, like Workgroups, automatically use a"contains" filter. The asterisk is not necessary.

Use the question mark (?) to represent one unknown character. For example, use ?ng to locate all entries beginning with anycharacter where the second character is n and the third character is g.Press Esc to clear all entries from the search fields.

Related TopicsView and Edit Directory EntriesWorking with Directories

Sort a DirectoryYou can sort a directory by clicking on almost any column heading. An ascending sort is indicated by an upward-pointing triangle inthe column heading. A descending sort is indicated by a downward-pointing triangle in the column heading. Sort order is indicatedby a number next to the triangle in the column heading. For more information, see Sort Direction and Sort Order indicators.

Click a column heading once to sort the directory in ascending order.

Click again to sort the directory in descending order.

To sort by multiple columns, press and hold SHIFT and then click selected column headings to add them to the sort.

Related TopicsAdd or Remove View ColumnsSearch a DirectoryWorking with Directories

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Insert and Delete Directory Entries

Requirements: See Working with Directories.

When you have the appropriate rights, as in the IC Private Contacts directory, you can insert and delete directory entries.

To insert a directory entry:1. In a directory view, click Add Entry.

2. In the Properties for New Entry dialog box, enter the necessary information.

Phone Numbers

Tip: The CIC client verifies phone numbers against the dial plan for your organization or region. Verification ensuresthat the phone numbers are correctly formatted and can be dialed. As soon as you enter a valid phone number on a newcontact record, the Dial button is available. You can immediately dial the contact's number and save or discard changesto the contact record.

You can precede a phone number with a comma to create a 2-second pause before the number is dialed when you click thephone number hyperlink. Also, the 2-second pause occurs when you "blind transfer" a call by dragging and dropping a call ona name in a directory.If you select Auto Dial Extension, when you click to dial this phone number in a directory view, it automatically dials theextension too. For more information, see Click to Dial a Directory Contact.If you want to auto dial both the phone number and extension in this Properties dialog box, click the Ext. hyperlink.

3. Click Save.

To delete a directory entry:1. In a directory view, select a contact and click the Delete Entry button.2. Confirm that you are sure you want to delete the contact by clicking OK when prompted.

Result: The directory entry is deleted.

Related TopicsView and Edit Directory EntriesWorking with Other Directories

View and Edit Directory Entries

Requirements: See Working with Other Directories.

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The several tabs of the Properties dialog box can contain:Name, title, department and companyHome, business, cell phone, pager and fax numbersHome and business street addressesHome and business email addressesBusiness website addressAssistant’s name and phone numberNotes

In some cases, where you have sufficient rights, as in the IC Private Contacts directory, you can edit directory entries.

To view or edit directory entries:1. Select a directory entry.2. In the directory toolbar, click the Properties button.

Result: The Properties dialog box appears.

Note: If you have the Directory Administrator Security right, the Access Rights tab appears in the Properties dialog boxfor IC Public Contacts: These Access Rights enable a user to change or delete IC Public Directory entries.

3. Make any necessary changes and click Save.

Phone Numbers

Note: The CIC client verifies phone numbers as you enter them against the dial plan for your organization or region.Verification ensures that the phone numbers you enter for directory entries and configuration options are correctlyformatted and can be dialed.

You can precede a phone number with a comma to create a 2-second pause before the number is dialed when you click thephone number hyperlink. Also, the 2-second pause occurs when you "blind transfer" a call by dragging and dropping a call ona name in a directory.If you select Auto Dial Extension, when you click to dial this phone number in a directory view, it automatically dials theextension too. For more information, see Click to Dial a Directory Contact.

Note: The Auto Dial Extension check box is available only when the corresponding phone number and extension havevalues.

If you want to auto dial both the phone number and extension in this Properties dialog box, click the Ext. hyperlink.

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Related TopicsInsert and Delete Directory EntriesProperties Button on the Directory ToolbarView and Edit Interaction Properties

Working with the Company DirectoryThe Company Directory contains contact information for every person in your company. For more information about using directoryentries to make managing your interactions easier, see Working with Directories.

Note: Your CIC administrator enables CIC client users to view the company directory. The CIC administrator also controlswhich names appear in the company directory. If the company directory does not appear in the CIC client or if you havequestions about the names available, see your CIC administrator.

Related TopicsAdd or Close ViewsCamp on an Internal ExtensionCustomize ColumnsDrag and Drop a Call on a Name in a DirectoryAnother User’s StatusTransfer a Call to a Directory EntryView and Edit Directory EntriesWorking with Directories

Working with Other Directories

Requirements: The View General Directories Access Control right determines which General Directories you can display. TheView Workgroups Access Control right determines which Workgroup Directories you can display. The Directory AdministratorSecurity right enables you to edit public directories created by another user. It also enables you to see the Access Rights tabin the Directory Properties dialog box for IC Public Contacts.

Directories other than the Company Directory also can be viewed in the CIC client. These directories include general (public andprivate contacts in address books) and workgroup directories. To display additional directories, see Add or Close Views.

Related TopicsCamp on an internal extensionChange User’s Status buttonDrag and Drop a Call Onto a Name in a DirectoryMake a Call Using a Dial ButtonSearch a DirectoryTransfer a Call to a Directory EntryTransfer a Call Using the Directory ToolbarView and Edit Directory Entries

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Working with Email Messages

Requirements: To work with email messages, you or the workstation you select when you log on need an ACD AccessLicense associated with the Email interaction type. To pick-up and read ACD-routed email messages, you must belong to aworkgroup configured in Interaction Administrator to receive email messages. To create an outbound email interaction, youalso need the View User Queues or Modify User Queues right to your own user queue. To create an outbound emailinteraction, you also must be a member of a workgroup configured with an outbound email mailbox. If you have anyquestions about licensing and workgroup configuration, see your CIC administrator.

You can use the CIC client to read and respond to ACD-routed email messages. An ACD-routed email message is sent to a mailboxassociated with a workgroup. This message is then routed to the workgroup members as an interaction. Like any other interaction,an ACD-routed email message can be included in Customer Interaction Center reports and statistics.

ACD-routed email message

An ACD-routed email message is sent to a mailbox associated with a workgroup. This message is then routed to theworkgroup members as an interaction. Like any other interaction, an ACD-routed email message can be included inCustomer Interaction Center reports and statistics. You can pick up an ACD-routed email message from My Interactions.

Note: An email message sent to your work email address appears in your email program Inbox as usual.

Reply to an ACD-routed email message

A reply to an ACD-routed email message is an interaction that is processed and sent from the CIC client. Like any otherinteraction, these email message replies can be included in Customer Interaction Center reports and statistics.

Email message sent on behalf of a workgroup

You can create and send an email message on behalf of a workgroup to which you belong. This interaction can be includedin Customer Interaction Center reports and statistics.

Sending an email interaction is not the same as replying to an ACD-routed email message, in that you begin the interaction.Nor is it the same as using a CIC directory entry to address an email message that you send using your default emailprogram.

Related TopicsEmail ConfigurationEmail Interactions

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Email InteractionsAn email icon identifies an email interaction. The reply to an ACD-routed interaction is linked to the original email interaction andappears on the following line.

Several columns are available in My Interactions that are useful for email interactions.

Note: The View Queue Columns Access Control right determines whether you can display the Attachments, Details, Importance,or Subject columns in My Interactions.

An icon appears in the Attachments column if an email interaction has an attachment.In My Interactions, the Details column displays the email message subject. It can also display an importance icon and anattachments icon.The Importance column displays an icon indicating whether an email message is of high or low importance. It is blank for usualimportance.The Subject column displays an email message subject.

Tip: You can sort and group your email interactions by clicking the appropriate column heading.

Email interaction in My Interactions

When you pick up an email interaction, its state changes to ACD Assigned: (Agent name), and other agents are not able torespond to the message. However, if the email interaction is transferred to you, or if you pick it up even though you are a not amember of the workgroup to which the email interaction was routed, its state changes to Connected.As with all interactions, an email interaction remains in the workgroup queue unless a non-member of the workgroup picks itup. If a non-member of the workgroup picks it up, it disappears from the workgroup queue.

Related TopicsWorking with Email Messages

Email and the Current Interaction viewYour currently selected email interaction appears in the Current Interaction view. Use this view to preview the content of anincoming interaction without picking it up. You also compose email messages or replies to email interactions in this view.

Incoming Interaction

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1 IncomingEmail

To display or preview an ACD-routed email interaction, select it in My Interactions. Click Pickup to acceptthe email interaction.

Note: An Email configuration option controls whether inline images and other linked content appear inincoming email messages.

2 MyInteractionstoolbar

Use the My Interactions toolbar to manage the original ACD-routed interaction. For example, you canplace the interaction on Hold and reply at a later time.

3 SelectedEmail

View and manage the selected email interaction in the Current Interaction view.

4 Show /HideDetails

Click Show Details to display the complete email addresses in the To, Cc, and Bcc fields. Click HideDetails to display only the addressee names.

5 SecureEmail icon

The icons for secure email interactions identify whether CIC verified the email message's digitalsignature.

6 Attachedfile(s)

Any files attached to the email interaction appear here. Depending on the browser you use, you can clickon the attachment to download, open, or save the file.

Note: If your browser supports playing a particular type of audio file, a Play button appears in place ofthe file type icon. Click Play to play the complete audio file. During playback, a Stop button replacesthe Play button.

7 CurrentInteractiontoolbar

Use the Current Interaction toolbar buttons to reply to or forward the ACD-routed interaction.

Note: This creates a new interaction linked to the original interaction.

Outgoing Email Interaction248

The Current Interaction view changes to an email editor when you send an email message on behalf of a workgroup.

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1 Emailinteraction

When you select an email message in My Interactions, it appears in the Current Interaction view.

2 MyInteractionstoolbar

The My Interactions toolbar contains buttons for the basic functions for managing an email interaction:picking up, holding, transferring and disconnecting.

3 Sidebar Use the My Interactions sidebar area to add notes or assign codes to this email message.

4 CurrentInteraction

The Current Interaction view becomes an email editor when you create an email message.

5 From

To, Cc, Bcc

Subject

Attached

This area contains the standard email message address fields.When you send an email message on behalf of a workgroup, the From address defaults to theselected mailbox address for that workgroup.Click the To. Cc, or Bcc buttons to add addresses. Use commas to separate multiple addresses.

Address tokens: Notice that after you finish typing an address, it changes from plain text to anaddress token. An address token represents the address. You cannot edit an address token, butyou can delete it by clicking the X.

Supply a Subject.

Note: Subject is limited to 1024 characters in the CIC client. However, many email clients havemuch smaller limits so the recipient may see a truncated subject line.

The Attached section displays the names of attached files. The Attach File button enables you to attachadditional files.

Note: You cannot attach an empty file (a file with a size of 0).

6 ShowCc/Bcc

HideCc/Bcc

Click this control to display or hide the Cc and Bcc address fields.

7 CurrentInteractiontoolbar

Use the toolbar to format text, insert hyperlinks or upload images. For a description of the CurrentInteraction toolbar, see Reply to an HTML Email Message.

8 Compositionarea

Compose your reply to the email message here.

You can:Type a response.Copy and paste text to or from a Windows application.Locate and insert a Favorite Response or a system-wide response in your reply.

Tip: Different email clients at your customer sites can interpret line endings differently. To avoid thisproblem, press Shift+Enter to create a new line. Press Shift+Enter twice to create a blank linebetween two lines of text. This creates line endings that all email applications can reliably interpret.

The Current Interaction view changes to an email reply view when you select the email reply in My Interactions.

Email Reply

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1 Email reply An email reply is linked to the original incoming ACD-routed email interaction. When you select a reply inMy Interactions, it appears in the Current Interaction view. Notice that more than one email interaction canbe associated with the original email interaction.

2 MyInteractionstoolbar

The My Interactions toolbar contains buttons for the basic functions for managing an email interaction.

3 Sidebar Use the My Interactions sidebar area to add notes or assign codes to this email reply.

4 CurrentInteractionview

Compose your reply in this view.

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5 From

To, Cc, Bcc

Subject

Attached

This area contains the standard email message address fields.The To field defaults to the sender of the original email message. Click the To. Cc, or Bcc buttons to addadditional addresses. Use commas to separate multiple addresses.

Address tokens: Notice that after you finish typing an address, it changes from plain text to anaddress token. An address token represents the address. You cannot edit an address token, butyou can delete it by clicking the X.

Note: Responses to messages sent with an alternate "Reply-To" address are delivered to thataddress. If you selected Reply All, replies are delivered to the "Reply-To" address and all of theoriginal recipients, but not to the sender’s original address.

Subject defaults to the subject of the original email message.

Note: Subject is limited to 1024 characters in the CIC client. However, many email clients havemuch smaller limits so the recipient may see a truncated subject line.

The Attached section displays the names of attached files. The Attach File button enables you to attachadditional files.

Note: You cannot attach an empty file (a file with a size of 0).

6 ShowCc/Bcc

HideCc/Bcc

Click this control to display or hide the Cc and Bcc address fields.

7 Formattingtoolbar

The text formatting toolbar appears in the E-mail Reply window under certain conditions:If the original ACD-routed email message is formatted using HTML, you have the option of using textformatting tools in your email reply. For more information, see the toolbar description in Reply to anHTML Email Message.If you are creating an email message to send on behalf of a workgroup, the text formatting tools arealways available to you.If the original email message was sent in plain text (no formatting), the formatting toolbar does notappear. Your email reply is sent in plain text.

8 Reply area Compose your reply to the email message here.

You can:Type a response.Copy and paste text to or from a Windows application.Locate and insert a Favorite Response or a system-wide response in your reply.

Tip: Different email clients at your customer sites can interpret line endings differently. To avoid thisproblem, press Shift+Enter to create a new line. Press Shift+Enter twice to create a blank line betweentwo lines of text. This creates line endings that all email applications can reliably interpret.

When you select a reply or forwarded email in My Interactions, Send is available in the CurrentInteraction view toolbar.

Related TopicsAdd or Close Views

252

Add Notes to an InteractionAssign Codes to an InteractionEmail ConfigurationReply to an HTML Email MessageSecure Email MessagesUse Response Management in an Email Message

253

Secure Email MessagesThe Secure Email Messages feature supports signatures for incoming queued email messages. If the workgroup to which youbelong is properly configured in Interaction Administrator, your workgroup’s mailbox can process a secure email message androute it to you for reply. Or an Interaction Attendant mailbox can be configured to receive and route secure email messages.

The Secure Email Message feature in Interaction Connect supports cryptographic signatures. A cryptographic signature preventsanyone from modifying the contents of an email message while it is in transit. An email signature can also provide authenticationof the sender of a message and verify they are who they say they are.

The Secure E-mail Message feature does not:Enable you to send a signed response to a secure email message.Enable you to listen to an encrypted email message in Interaction Mobile Office. However, you can listen to a signed emailmessage.Work with monitored mailboxes set up in Interaction Administrator.Provide any email tools that can be used to customize the handling of secure email messages.

An email message is primarily routed over the Internet using the Simple Mail Transfer Protocol (SMTP) and is formatted using theMultipurpose Internet Mail Extensions (MIME). An extension of MIME, known as Secure/Multi-part Internet Mail Extensions(S/MIME), enables MIME data to be sent and received securely.

S/MIME primarily provides two methods related to the security of email messages: digital signatures and encryption. Digitalsignatures and encryption are achieved through the use of the public key infrastructure (PKI) and digital certificates.

Note: The current release of Interaction Connect does not support email message encryption. Your CIC administrator usesInteraction Administrator to configure the secure email feature. The CIC administrator also sets up and stores the appropriateemail certificates and private keys used to verify digital signatures and establish secure email provider connections.

Support for S/MIME by Customer Interaction Center enables a signed email message to be sent to the email address associatedwith a workgroup’s email queue or an Attendant mailbox.

In a typical scenario, one of your customers obtains a digital certificate for your workgroup’s email address. The customer may usethat digital certificate to sign and send an email message containing confidential information such as an account number to theworkgroup’s email address. CIC validates the digital signature and routes it to an available agent in your workgroup.

The icons for secure email interactions identify whether the interaction was signed.

Tip: Click the icon to display details about the associated signature.

Icon Description

Digital signature was verified.

A digital signature is present, but Customer Interaction Center experienced one of the followingproblems:

The signer’s certificate is not trusted.The email message was modified in transit.The "From" address in the email header does not match the digital signature.

Related TopicsWorking with E-mail Messages

Overview of Secure E-mail Messages

Secure E-mail Interaction Icons

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Manage Email MessagesCIC client users can manage ACD-routed email message. You use the Current Interaction view to view incoming email messagesand also to compose replies. You can use the Response management view to add stored responses to your replies.

Related TopicsAdd NotesAssign CodesForward an Email MessagePark an Email Message on Another Person's QueuePick Up or Reopen an Email MessageReply to an Email MessageReply to an HTML Email MessageTransfer an Email MessageUse Response Management in an Email MessageUse Response Management for an Incoming Interaction

Use the Interaction Notes sidebar in My Interactions to add notes to the currently selected interaction.

Note: If you add notes to a chat, the other chat participants do not see these notes. However, these notes are visible to otherCIC client users who are "Listening to" (monitoring) the interaction.

To add notes to an interaction:1. In My Interactions, expand the Interaction Notes sidebar.

2. In the text box, type your observations or comments and click the Add Note icon (plus sign).

Result: Your notes appear in the Interaction Notes sidebar.

Related TopicsRespond to a Callback RequestManage a Chat SessionSidebarWorking with Chat Sessions

Requirements: See Working with Account and Wrap-Up Codes.

You can assign an Account Code or Wrap-Up Code to an interaction. The Account Code and Wrap-Up Codes drop-down lists containthe codes defined in Interaction Administrator.

To assign codes to an interaction, do one of the following:When working with a callback request, chat, or email interaction, select the appropriate codes in the Interaction Propertiessidebar.

Note: Wrap-Up codes are not used for email message replies or forwarded email messages.

When making a call, select a code in the Advanced Dialing Options dialog box.

Related TopicsAssign Codes to an Incoming InteractionAssign Codes to an Outgoing InteractionManage a Chat SessionSidebarUnderstanding Account CodesUnderstanding Wrap-Up Codes

Add Notes to an Interaction

Assign Codes to an Interaction

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ACD-routed email messages appear in My Interactions. You can forward these ACD-routed email messages to another CIC user orworkgroup. If the designated transfer recipient does not pick it up, the CIC server returns the email message to your user queue andplaces it on hold.

Tip: You cannot transfer an incoming email interaction until you send or disconnect all the email reply interactions that areassociated with the original email interaction.

Note: If the original email message contains an attachment, it automatically remains attached to the email message if youforward it. However, you can delete the original attachments before forwarding the email message.

To forward an email message:1. Pick up or reopen an email message.2. In the Current Interaction view, click the Forward button.

3. In the My Interactions view, expand the incoming email interactions. Select the new email interaction associated with theoriginal email message.

Tip: Forwarding an email is similar to an email reply. See Email and the Current Interaction View.

4. In the Current Interaction view, address the email message by doing one of the following:

Tip: Click Show Cc/Bcc to display carbon copy or blind carbon copy address text boxes.

In an address text box, type the addresses of the email message recipients, separating each address with a semi-colon (;).In an address text box, type all of part of the recipient’s name. Click the "Search for" prompt. Select a name from the list ofmatching names.

Note: This list contains matching email addresses that are configured on your Exchange server — typically, yourcompany’s employee email addresses.

5. Optionally, do one of the following:If you do not want to forward files attached to the original email message, in Attached, click the x next to any file name.Click the Attach File link to attach a file to the forwarded email message.

6. In the reply area in the Current Interaction view, type any text you want to add to this forwarded email message.

Tip: Use Response Management to insert a stored response. For more information, see Use Response Management inan Email Message. You can also use any of the available tools to format your message. For a description of thesetools, see Reply to an HTML Email Message.

7. Optionally, assign an Account code in the Interaction Properties sidebar.

Tip: For more information, see Assign Codes to an Interaction.

8. Optionally, add notes or comments in the My Interactions Interaction Notes sidebar.

Tip: For more information, see Add Notes to an Interaction.

9. Do one of the following:To send this email to the addressed recipients, in the Current Interaction view, click Send.

Result: The forward email message is sent and its state changes to Disconnected in My Interactions.

To save this email message, in My Interactions, click Hold.

Result: The email message is not sent. You can pick up this interaction later, make any necessary changes oradditions and then send it.

10. After you forward the email message by clicking Send, select the original email interaction in My Interactions and clickDisconnect.

Related TopicsWorking with E-mail Messages

Forward an Email Message

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You can park an ACD-routed email message directly on another CIC client user’s extension. This places the email message on holdon the recipient’s My Interactions queue.

To park an email message using the Park on Queue button:Select the email message. Select a directory entry and then, on the Directory toolbar, click the Park on Queue button.

Result: The interaction is immediately removed from My Interactions and appears in the selected user’s queue.

Related TopicsMonitor Two or More Queues at the Same TimePark a Call on Another Person’s Extension

Requirements: See Pickup.

You pick up or reopen an ACD-routed email message from My Interactions. Also, an ACD-routed email message may openautomatically, if your user information in Interaction Administrator is configured to Auto-Answer ACD Interactions.

To pick up or reopen an ACD-routed email message, do one of the following:Select the email message and click the Pickup button in the Queue Control toolbar.Select the email message and click Pickup in the Current Interaction view.

Tip: To create, view, or reply to an email message, you must display the Current Interactions view. For more information, seeEmail and the Current Interaction View.

Related TopicsAssign Codes to an InteractionForward an Email MessageReply to an E-mail MessageTransfer an E-mail MessageWorking with E-mail Messages

Park an Email Message on Another Person’s Queue

Pick Up or Reopen an Email Message

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Requirements: This feature may or may not be available to you, depending on the licenses and rights assigned to you inInteraction Administrator. See Requirements for Snippet recordings.

You can use the Snip button to make a recording that is stored in the CIC database. Snippet recordings of email interactions areavailable only if your CIC administrator separately enables this feature. Snippet recordings of email interactions are not available bydefault.

Note: Ad-hoc recordings of email interactions are not supported. Snippet recordings of email interactions are available only ifyour CIC administrator separately enables this feature.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Recording an Email Message

You can record either or both the incoming email interaction and your reply or forwarded email message. Some specialconsiderations and limitations apply to snippet recordings of email interactions. For more information, see Snippet recordings ofEmail messages.

Tip: The Snip button appears on the Queue Control toolbar only if you have the appropriate rights and license. See theRequirements for Snippet Recordings.

1. Select and pick up the incoming email interaction (parent).2. (Optional) To record the incoming email interaction click Snip in the Queue Control toolbar.

Result: A snippet recording is made of the incoming email interaction. All of the text in the original email interaction isincluded in the snippet recording.

3. In the Current Interaction view, click Reply, Reply All, or Forward.4. (Optional) To record the reply or forwarded email message, select the reply or forward email in the queue view and click Snip.

Result: A snippet recording is made of the reply or forwarded email message. Again, all of the text in the reply or forwardedemail interaction is included in the snippet recording.

5. Send the reply or forward the email.

Important: The Snippet recording of this reply or forwarded email is not saved until you click Send.

6. Ensure that any email reply or forwarded email is disconnected before you disconnect the original email interaction.

Related TopicsDetermine if Someone is Listening to or Recording Your InteractionsEmail and the Current Interaction ViewQueue Control Toolbar Buttons

The tools available to you when replying to an ACD-routed email message depend on the format of the original email. Theinstructions in this topic apply to all email message replies. If the original ACD-routed email message is formatted using HTML,additional tools are available to you when composing your reply. For more information, see Reply to an HTML E-Mail Message.

An email reply interaction is associated with the original incoming email interaction in an Email Conversation. These associatedinteractions appear below the original interaction and are linked to it.

Some important things about this relationship include:More than one email interaction can be associated with the original incoming email interaction.

You must disconnect the original incoming email interaction manually.

Record an Email Message

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Tip: All of the associated outgoing email interactions must be disconnected, transferred or forwarded before you candisconnect the original incoming email interaction.

To reply to an email message:1. Pick up or reopen an email message.2. In the Current Interaction view, click the Reply or Reply all button.

3. In the My Interactions view, expand the incoming email interaction. Select the new email interaction associated with theoriginal email message.

Result: The email reply appears in the Current Interaction view.

Note: Responses to messages sent with an alternate "Reply-To" address are delivered to that address. If you selectedReply All, replies are delivered to the "Reply-To" address and all of the original recipients, but not to the sender’s originaladdress.

4. In the Current Interaction view, optionally, add addresses to the email reply by doing one of the following:

Tip: Click Show Cc/Bcc to display carbon copy or blind carbon copy address text boxes.

In an address text box, type the addresses of the email message recipients, separating each address with a semi-colon (;).In an address text box, type all of part of the recipient’s name. Click the "Search for" prompt. Select a name from the list ofmatching names.

Note: This list contains matching email addresses that are configured on your Exchange server — typically, yourcompany’s employee email addresses.

5. Optionally, do one of the following:If you do not want to forward files attached to the original email message, in Attached, click the x next to any file name.To attach a file to the forwarded email message, click Attach File.

6. In the reply area in the Current Interaction view, type your reply message.

Tip: Use Response Management to insert a stored response. For more information, see Use Response Management inan Email Message. If the original email interaction was formatted in HTML, you can also use any of the available toolsto format your reply. For a description of these tools, see Reply to an HTML Email Message.

7. Optionally, assign an Account code in the My Interactions Account Codes sidebar.

Tip: For more information, see Assign Codes to an Interaction.

8. Optionally, add notes or comments in the My Interactions Interaction Notes sidebar.

Tip: For more information, see Add Notes to an Interaction.

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9. Do one of the following:To send this email to the addressed recipients, in the Current Interaction view, click Send.

Result: The forward email message is sent and its state changes to Disconnected in My Interactions.

To save this email message, in My Interactions, click Hold.

Result: The email message is not sent. You can pick up this interaction later, make any necessary changes oradditions and then send it.

10. After you send the email message reply, select the original email interaction in My Interactions and click Disconnect.

Related TopicsReply to an HTML E-Mail MessageWorking with E-mail Messages

If the ACD-routed email message you received was formatted using HTML, you have the option of using text formatting tools inyour email reply. You can also embed an image or include a hyperlink in your reply. In every other way, replying to an HTML emailmessage is the same as replying to a plain text email message.

Format Text

Tip: Different email clients at your customer sites can interpret line endings differently. To avoid this problem, press Shift+Enterto create a new line. Press Shift+Enter twice to create a blank line between two lines of text. This creates line endings that allemail applications can reliably interpret.

The Current Interaction view includes a text formatting toolbar.

1 Font Use the font controls to bold, underline or italicize selected text. You can also select text color, fontand size.

2 Insert Link Use the hyperlink control to create a working hyperlink in your email reply.

3 Upload Image Use the image control to insert a picture in your email reply. You can insert an image from your localdrive or insert a URL pointing to the image's location.

Tip: You can drag and drop an image into an HTML email reply in any browser where you are usingInteraction Connect. You can also cut and paste images from the Windows clipboard in allbrowsers except for Internet Explorer 10 and Safari which do not support this feature.

4 Paragraph Use the paragraph controls to set left, right and center text alignment. You can also create bulleted ornumbered lists.

5 Text Indent Use text indent controls to increase or decrease the space between the selected text and the leftmargin.

6 Undo andRedo

Use the Undo and Redo controls to reverse the last change you made to your reply or to reverse anUndo action.

Create a Hyperlink

You can include a working hyperlink to a webpage in your email reply.

To create a hyperlink in the Current Interaction view:1. Click the Insert Link toolbar button.

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Result: The URL dialog box appears.2. In the URL text box, type the URL for a webpage.

Result: The URL text defaults to the Text box.3. Optionally, in the Text box, replace the URL with a word or phrase to appear as the hyperlink text.4. Click Insert Link.

Insert an Image

To insert an image:1. Place your cursor in the email reply at the point where you want the image to appear.2. Insert an image in-line by doing one of the following:

Click the Upload Image toolbar button. Locate an image on your workstation and click Open.Insert Image URL toolbar button. In the text box, type the URL for the image and click Insert Image.Copy and paste an image from the Windows clipboard.Drag and drop an image file.

Result: The selected image appears in the email reply message.3. Optionally, resize the image by selecting and dragging a corner.

Drag and Drop

You can drag and drop images, text, and files to your HTML email replies.

Tip: Internet Explorer and Edge security settings can disable the drag and drop feature. Contact your IT administrator forassistance in modifying these settings.

Images and text from Web browsers, Microsoft Word, Microsoft Outlook and Word Pad are incorporated in your reply.

Note: In plain text email replies, text appears as plain text, but image files are not copied.

Image files from Windows Explorer appear inline, while text files become attachments.

Note: In plain text email replies, both image files and text files become attachments.

Related TopicsAssign Codes to an InteractionPick Up or Reopen an Email MessageReply to an Email MessageSecure Email MessagesUse Response Management in an Email MessageWorking with Email Messages

Requirements: You need an ACD Access License associated with the E-mail interaction type in order to work with emailmessages. Also, in order to send an email interaction, you must be a member of a workgroup configured with an outboundemail mailbox. You also need the View User Queues or Modify User Queues right to your own user queue. For moreinformation about licensing and workgroup configuration, see your CIC administrator.

An outbound email interaction is an email message you send on behalf of a workgroup. It can be included in Customer InteractionCenter reports and statistics. Additionally, as an interaction, it could be processed by any custom email handlers that are added toyour Customer Interaction Center installation.

Important points to consider:Sending an outbound email interaction is not the same as replying to an ACD-routed email message sent to a workgroupmailbox. You are initiating the interaction, not responding. For more information about responding to an ACD-routed email, seeReply to an E-mail Message.A reply to an outbound email interaction is addressed to the appropriate workgroup mailbox and is routed as an ACDinteraction. A reply would first appear in the appropriate workgroup queue and then be ACD-routed to My Interactions.

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To start an email interaction:1. Click the Compose an email icon.

2. If you belong to more than one workgroup configured with one or more outbound mailboxes, in the New Email Message dialogbox, select the appropriate workgroup and mailbox. Click Create Email Message.

Note: Your workgroup status does not have to be Active in order for you to send an email message.

3. In the Current Interaction view, address the email message by doing one of the following:

Tip: Click Add Cc or Add Bcc to add carbon copy or blind carbon copy address text boxes to the email message.

In an address text box, type the addresses of the email message recipients, separating each address with a semi-colon (;).In an address text box, type all of part of the recipient’s name. Click the "Search for" prompt. Select a name from the list ofmatching names.

Note: This list contains matching email addresses that are configured on your Exchange server — typically, yourcompany’s employee email addresses.

4. Optionally, type a message description in the Subject text box.

Note: Subject is limited to 1024 characters in the CIC client. However, many email clients have much smaller limits sothe recipient may see a truncated subject line.

5. Optionally, click the Attach a file link to locate and attach a file to this email message.

Note: Your system administrator configures the size limit for files you attach to an outgoing email message.

6. In the composition area, type your message.

Tip: Use Response Management to insert a stored response. For more information, see Use Response Management inan Email Message. You can also use any of the available tools to format your message, insert images, or inserthyperlinks. For a description of these tools, see Reply to an HTML Email Message.

7. Optionally, assign an Account code in the Interaction Properties sidebar.

Tip: For more information, see Working with Account and Wrap-Up Codes.

8. Optionally, add notes and comments about this interaction in the Interaction Notes sidebar.

Note: For more information, see Add Notes to an Interaction.

9. To send this email message, click Send.

Related TopicsEmail and the Current Interaction ViewReply to an E-mail Message

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ACD-routed email messages appear in My Interactions. You can transfer these ACD-routed email messages to another user orworkgroup. If the designated transfer recipient does not pick it up, the CIC client returns the email message to the workgroupqueue.

Tip: You cannot transfer an incoming email interaction until you send or disconnect all the email reply interactions that areassociated with the original email interaction.

Note: If the original email message contains an attachment, it automatically remains attached to the email message if youtransfer it. You cannot delete original email message attachments.

To transfer an email message:1. Pick up or reopen an email message.

2. Do one of the following:On the Queue Control toolbar, click the Transfer button.Right-click the email message and select Transfer from the shortcut menu.

Result: The Transfer dialog box appears.3. In the Transfer To: text box, type all of part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Requirements: Search Station Queues and Search Workgroup Queues Access Control rights determine which stationand workgroup queues are available as transfer targets.

Tip: If the drop-down list does not contain the intended recipient, check the search criteria selected in the Options drop-down list and adjust them if necessary.

4. From the drop-down list, select the appropriate name and associated extension number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether thetransfer recipient is logged onto the CIC client and is able to accept the transferred email message.

5. Click the Transfer button.

Result: The transferred email message disappears from My Interactions and is routed to the selected recipient.

To transfer an email message using a directory:1. In My Interactions, select the email message.2. In the Company Directory, select a CIC user and click the Transfer button.

Related TopicsWorking with E-mail Messages

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Requirements: See Working with Response Management for information about required rights.

You use stored responses to avoid typing the same information over and over again. You can search for a stored response andinsert it in an email reply or a forwarded email message.

To use a stored response when replying to or forwarding an email message:1. Do one of the following:

In the Response Management view, search for and then select an appropriate response. Click Insert.

Tip: You can use full-text searching by entering terms in the Search for a response text box in the ResponseManagement view. For more information, see Search for a Response.

In the Current Interaction view, type the Response item Shortcut and press Ctrl+Space.

Tip: For more information, see Use a Response Shortcut.

Result: The response is inserted in the email message.

If the response is a file, an Attached box appears and displays the name of the attached file. A progress bar appears while alarge file is being attached.If the response is a message, the text appears in the email response section. When you use a stored response created withthe inherited font, it adopts the font and font characteristics (size, color, and so on) of the text immediately preceding it inyour email message. However, when you insert a response that has a selected font and other font characteristics, then thestored response appears as originally formatted. For more information, see Create Personal Responses.

Note: To use the information indirectly when composing a reply to an email message, view a selectedResponse in the Response Management view.

2. Make any necessary changes or additions and then click Send.

Note: For more information about replying to ACD-routed email messages, see Reply to an E-mail Message.

Related TopicsSearch for a ResponseUse Response Management for an Incoming InteractionWorking with E-mail Messages

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Working with Faxes

Requirements: You need the TIFF Faxes Security right to receive faxes as TIF files attached to email messages. The WebClient fax format option on your user account determines if you can select a fax from the Fax Viewer and view it in a browserwindow.

With the CIC client, you receive faxes in the same place you receive email messages. Any time a caller sends a fax to you, the fax isattached to an email message and sent to your email account.

Faxes are managed in one of these ways in the CIC client:If Interaction Fax is installed on your workstation, you use the Interaction Fax viewer to view, edit, print, compose and send faxdocuments. You receive faxes as I3F files.

If Interaction Fax is not installed on your workstation, you can receive faxes as TIF, PNG, or PDF files and use the defaultWindows application for these file types to view and print faxes.

Note: Contact your CIC administrator if you do not have Interaction Fax installed and your faxes are being attached toemail messages as I3F files.

If you display the Fax View, you can view or download faxes and save them as files.

Related TopicsDelete FaxesDownload a FaxFax ViewOpen a Fax From Your InboxSend a faxUse the Fax ViewView a Fax

Open a Fax From Your InboxYou can open a fax from your email program Inbox. You can forward the fax to another person, just as you would any other emailmessage. You can also set alerts for new fax messages.

Faxes can be managed in one of two ways depending on whether Interaction Fax is installed on your workstation. For moreinformation, see Working with Faxes.

To open a fax from your Inbox:

1. Open your email Inbox.2. Open the email message containing the fax message.3. Double-click the attached fax.

Result: One of the following happens:

If Interaction Fax is installed on your workstation, it opens and displays the fax.

Note: Use Interaction Fax to view, edit, export, annotate or print the fax. For more information, see theInteraction Fax Help.

If Interaction Fax is not installed on your workstation, the default Windows application for the format of the attached filedisplays the fax.

Note: The CIC administrator must configure your User rights in Interaction Administrator to enable you toreceive faxes as TIF files. The Web Client fax format option on your user account can enable you to receivefaxes as PDF or PNG files. Contact your CIC administrator if you do not have Interaction Fax installed and yourfaxes are not being attached to your email messages in a format you can display.

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Send a FaxIf Interaction Fax is installed on your workstation, you can send a fax from any Windows application that allows printing.

Note: Your call privileges determine whether you have adequate permission to send a fax, not the fax station’s call privileges.For example, if FaxStation 1 has long-distance privileges, but you do not, you would be unable to send a long-distance fax usingFaxStation 1. The CIC administrator determines call privileges. If you have questions regarding your call privileges, contact theCIC administrator.

To send a fax:1. Open the Windows application and create the fax.2. From the Windows application, print the fax.3. Select Interaction Fax as the printer and click OK to print the fax.

Tip: If you are printing a PDF to Interaction Fax, be sure the option, Print to File, is not selected.

Result: The document is converted to a fax and appears in Interaction Fax.4. Do one of the following:

In the Interaction Fax toolbar, click the Send Fax icon.From the File menu, click Send Fax.

Note: You may be prompted to log on the first time you send a fax during each session. If so, just enter your logonpassword and click OK.

5. In the Send Fax dialog box, fill in the appropriate Recipients fields and click Send.

Note: Consult the Interaction Fax Help which contains complete instructions for sending faxes.

6. After sending the fax, from the File menu, click Exit.

Related TopicsOpen a Fax From Your InboxWorking with Faxes

Fax ViewThe Fax view displays a list of your current faxes. It enables you to view, download, or delete faxes.

To display the Fax view:1. Click the Add View icon (plus sign) next to any tab.2. In the Quick Picks list, click Show All Views.3. In the Add Views dialog box, in the Extras category, select the Fax check box.4. In the Add Views dialog box, click Add View.

Result: The Fax view appears.

Related TopicsChange View LayoutUse the Fax viewWorking with Faxes

Requirements: You need the TIFF Faxes Security right to receive faxes as TIF files attached to email messages. The WebClient fax format option on your user account determines if you can select a fax from the Fax Viewer and view it in a browserwindow.

The Fax view contains a list of your current received faxes. You can view, download, or delete any of these faxes.

Fax Formats

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Your CIC administrator determines the format in which you receive or view faxes.Faxes appear as email attachments in your email Inbox.Regardless of the format in which a fax arrives, your CIC administrator can enable you to view faxes in a browser window ineither PDF or PNG format.

Fax Viewer Features

This diagram illustrates the main features of the Fax Viewer.

1 You can select and sort the faxes that appear in the Fax view.Select all, unviewed, or viewed faxes.Sort the faxes by newest or oldest on top.

2 Click the View button (magnifying glass) to display a PNG or PDF format fax in your browser.

If the View button is disabled, this means your browser does not support the fax format.You can use Interaction Fax to view faxes in the I3F format.You can download faxes in the TIF format and view them in the default Windows application for that format.

3 Delete and Download buttons appear when you select a fax.

Note: The currently selected fax appears highlighted.

4 The Fax view contains the Faxes list. This list contains the faxes you have not yet deleted, including both previouslyviewed and unviewed faxes.

5 A dark bar indicates a fax you have not yet viewed.

6 Downloaded faxes appear in your browser's File Download location. Click to view the fax.

Related TopicsFax ViewOpen a Fax From Your Inbox

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Requirements: The TIFF Faxes Security right and the Web Client fax format option on your user account determine which fileformats are available when you download a fax.

The Fax View displays a list of your current faxes. You can use the Fax View to download a fax as a file.

To download a fax:1. In the Fax view, select a fax.2. Click the Download button in the Fax Viewer.

Result: The fax appears in the File Download location in your browser.3. Click the filename in the File Download location.

Result: The fax appears in the default Windows application for this file type.4. Optionally, use the Windows application to save the file to your workstation.

Related TopicsFax ViewUse the Fax ViewView a FaxWorking with Faxes

Requirements: The Web Client fax format option on your user account determines if you can select a fax from the Fax Viewand view it in a browser window. Contact your CIC administrator.

The Fax View displays a list of your current faxes. If your user account is appropriately configured, you can view faxes from insidethe CIC client.

Note: You can always view faxes from your email account by clicking on the fax attachment to an email message.

To view a fax using the Fax View:1. In the Fax view, select a fax.2. Do one of the following:

Click the View button (magnifying glass) to display a PNG or PDF format fax.

Result: The fax appears in your browser.

If the fax is in TIF or I3F format, click the Download button. Then click the fax filename in the File Download location in yourbrowser.

Result: The fax appears in your default Windows application for the appropriate format.

Related TopicsDownload a FaxFax ViewUse the Fax viewWorking with Faxes

Download a Fax

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You can delete old or unneeded faxes from the Fax view.

To delete faxes, do one of the following:In the Fax view, select a single fax or press and hold the Ctrl key, then select multiple faxes. Press the Delete button. Confirmyou are sure you want to delete these faxes by clicking Delete when prompted.

In your email Inbox, delete the email message with the fax attachment.

Note: Interaction Connect removes the corresponding fax the next time it automatically updates the Fax view.

Related TopicsUse the Fax view

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Generic Objects

Understanding Generic Object RoutingSome companies may incorporate tasks specific to their organization into the CIC client, and may implement the ability to routethese ACD queue objects to agents or users within a workgroup. While most interactions (phone calls, emails, chat sessions, andso on) generally involve communication between two or more people, generic objects are more task-based, unlike interactions thatrequire some type of contact with another person.

For example, a generic object may include a request to author a knowledge base entry, a loan application for processing, a CRMticket, and more. Just as with any other interaction, you can pick up, transfer, disconnect, request assistance with, or place on holdgeneric objects. Supervisors may view the status of individual tasks and team members through Interaction Supervisor.

Note: Your company may or may not implement this feature. If you have questions about sending and receiving generic objects,or tasks other than working with interactions within the CIC client, see your system administrator for details.

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Interaction OptimizerInteraction Optimizer is a Workforce Management (WFM) application that enables administrators to effectively schedule resources.Interaction Optimizer is an optional component of Customer Interaction Center (CIC).

Note: Interaction Optimizer is enabled only if your CIC system has the appropriate feature licenses. Interaction Optimizeradministrative features are available in IC Business Manager. For more information, see the Interaction Optimizer TechnicalReference.

Interaction Optimizer also enables you as an agent to view your schedule, submit time off requests, and trade shifts with otheragents. Your CIC administrator determines whether you have access to these Interaction Optimizer features inside InteractionConnect.

Agent Optimizer Features and RequirementsThis section describes the rights and licenses required to access these agent-oriented features. Agents can use InteractionConnect for the following features, if they:

Have an Interaction Optimizer Schedulable license.

Note: You need this license to use the Interaction Optimizer views. You don't need this license to display these views.

Have an Interaction Optimizer Client Access license.Have the Customize Client Security right which enables them to display Interaction Optimizer views inside Interaction Connectand customize settings.And meet the other requirements listed below.

Feature Other Requirements

Display your schedule View Plug-ins Access Control right for the Optimizer Schedule.

Display the My Shift Tradingview

Shift Trading Access Control right.

Submit, edit, or cancel time-offrequests

Agent can submit time off Interaction Optimizer Security right

Also, the agent must belong to an Optimizer Scheduling Unit and be assigned to a ShiftDefinition.

Note: Administrators configure Scheduling Units and Shift Definitions in InteractionCenter Business Manager.

Trade shifts with other agents Agent can trade shifts Security Right and

CIC administrator must enable Shift Trading in ICBM.

My Schedule

Requirements: You need the Customize Client Security right to display the My Schedule view. For additional requirements,see Agent Optimizer Features and Requirements.

Tip: To display the My Schedule view, see Add or Close Views.

The My Schedule view enables you to view your schedule in Week, Month, or List modes.

See your schedule for a week at a glance.

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1 Alternate views To display a week, month, or list view of your schedule, click one of these controls.

2 Help for current tab To display help for the Schedule tab, click this help icon.

3 Today To return to today’s schedule, click this control.

4 Previous and next controls To navigate through views of past, current, and future schedules, click these controls.

5 Current day A contrasting background indicates the current day’s schedule.

6 Current time A bar indicates the current time.

The Schedule Month view displays the start and end times for your shift on each day. To display schedule details for a selected day,click the information icon in the selected day.

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The Schedule List view displays schedule details for each day.

Related TopicsConfigure Schedule RemindersUse Schedule Reminders

List view

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Requirements: The Interaction Optimizer Activity Feed icon appears in Interaction Connect if you have an InteractionOptimizer Schedulable license.

Schedule reminders help you maintain schedule adherence. Schedule adherence is the real-time tracking of whether your status isconsistent with your scheduled activity. Schedule reminders alert you before a scheduled activity change. You control how far inadvance these schedule reminders appear. See Schedule Reminders.

Warning: It is very important that you set your status accurately whenever your status changes. For more information, see SetYour Status.

Schedule reminders appear as both desktop alerts and as badges on the Activity Feed icon. If the My Schedule view is not visiblewhen an alert occurs, the desktop alert remains visible until you close it. This ensures that you are alerted when you are out ofadherence if you are away from your desk when the alert occurs.

Note: Orange badges on the Activity Feed icon indicate schedule reminders. A red badge warns you that you are not adhering toyour schedule. Your current status does not match your currently scheduled activity. A blue badge alerts you to a schedulechange.

To use Schedule Reminders:Click Show, Dismiss, or Snooze in the desktop alert.Click the Activity Feed icon. Click the clock icon for the activity, then Dismiss the alert or set a Snooze interval.

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Requirements: You need the Customize Client Security right to customize your personal CIC client configuration settings. Forother requirements, see Agent Optimizer Features and Requirements.

You can set reminder times for each type of scheduled activity. These setting control how far in advance you are alerted to changesin your scheduled activity. You display these schedule reminders by clicking the Activity Feed icon.

To set schedule reminders:1. In the Application Settings Dialog Box, click Schedule Reminders.

2. Change the current interval under any type of scheduled activity and select a different time.

3. Click Save Settings to save these new settings and close the Applications Settings dialog box.

Related TopicsUnderstanding the Application Settings Dialog Box

Time Off RequestsThis section explains how to request time off.

Request Time OffEdit a Time Off RequestCancel a Time Off Request

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Requirements: You need the Customize Client Security right to display the My Time Off view. For additional requirements, seeAgent Optimizer Features and Requirements.

Tip: To display the My Time Off view, see Add or Close Views.

To request time off:1. Select the My Time Off view.

2. In the Month view, adjust the slider control to indicate how much time off you want to request.

3. Select a day or range of days.4. Click Request Time Off.

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5. In the Request Time Off dialog box, click Full Day or Partial Day.6. In the Activity drop-down list, select the appropriate type of time off (Sick Leave, Paid Vacation, Personal Time, and so on.)

Note: Your organization’s time off plans determine the available selections. You can check how much time off you haveaccrued in the Plan table at the bottom of the Request Time Off dialog box.

7. If necessary, adjust the Start date and time.8. If you are requesting one or more Full Days of time off, adjust the End date as needed.9. To set the End date and time appropriately, make any necessary adjustment to Length of time per day.

10. Optionally, in the Notes text box, add details about the reason for the time off request.11. Click Submit Request.

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Requirements: You need the Customize Client Security right to display the My Time Off view. For additional requirements, seeAgent Optimizer Features and Requirements.

Tip: To display the My Time Off view, see Add or Close Views.

You can edit any of your Pending time off requests.1. Select the Time Off tab.2. Select the List view.3. Click the Edit this time off request button (pencil icon) for a selected Pending time off request.4. In the Edit Time Off Request dialog box, make any necessary changes.

Note: You cannot edit any of the information in the Plan table. This table enables you to check how much time off youhave accrued.

5. Click Save Changes.

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Requirements: You need the Customize Client Security right to display the My Time Off view. For additional requirements, seeAgent Optimizer Features and Requirements.

Tip: To display the My Time Off view, see Add or Close Views.

You can cancel any of your Pending time off requests. If the time off request Start date is after today’s date, you can also cancelApproved or Denied time off requests.1. Select the Time Off tab.2. Select the List view.3. Click the Cancel this time off request button (X icon) for a selected Pending time off request.4. In the Verify Cancel Time Off Request dialog box, click Yes.

Shift Trading

Requirements: You need the Customize Client Security right to display the My Shift Trading view. For additional requirements,see Agent Optimizer Features and Requirements.

You can trade all or part of your scheduled shift with another agent. Your CIC administrator can set configuration options in ICBMto control or limit shift changes. These configuration options include:

Business rules can automatically approve some trades. For example, your CIC administrator can allow automatic approval fortrades of the same amount of time between agents with the same skill set and workgroup membership. At the same time, yourCIC administrator can manually review, approve, or deny any trade request.Shift trade requirements control such factors as how far in the future the shift trade must occur and the minimum number ofhours you can trade.Agent matching criteria determine which agents can trade with each other. For example, the administrator can require that bothagents belong to the same ACD workgroup or scheduling unit.Activity rules determine what happens to the activity type when agents trade shifts. You may not be able to trade shiftscontaining certain activities. Or the activities in a traded shift can remain unchanged or be replaced by an ACD activity.

Note: For specific details about the rules and other configuration options that control how shift trades work in yourorganization, contact your CIC administrator.

This section explains how to trade shifts.Request a Shift TradeManage Trades

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Requirements: You need the Customize Client Security right to display the My Shift Trading view. For additional requirements,see Agent Optimizer Features and Requirements.

You can indicate the shift you want to trade and search for a trade request that matches. If you don't find a match, you can post atrade request that other agents can view.

Note: Interaction Optimizer does not automatically adjust for mandated breaks or meal times when you trade a shift. Also, theactivities in the shift for which you trade can remain unchanged or be replaced by ACD activities. This is controlled by CICconfiguration options.

1. In the My Shift Trading tab, click Search Trades.2. In the Trade away Time on section, select the date and times you are scheduled to work and want to trade away.

Note: You can adjust the Start and End times to trade all or part of your shift.

3. In the Select a day to work section, select the day you want to work instead.

Note: Matches for your proposed trade are indicated in the Exact Matches and Recommended Matches columns.

4. Do one of the following:Select an acceptable matching trade in the Select a day to work section and click Accept Trade.

Result: The trade is either approved automatically or set to wait for administrator review. You are finished with thistrade request.

If there are no acceptable matching trades, click Post New Trade.

Result: The Post New Trade dialog box appears. Continue to the next step.5. Indicate the type of match you will accept.

a. Verify the Trade away time on date is correct.b. Select one of the following:

Exact match You want only to trade for a shift with exactly the selected Start and End times.

Variable starttime

You will accept a trade for a shift that starts later than your regularly scheduled shift.

Variable endtime

Select this if you will accept a trade for a shift that ends at a different time than your regularlyscheduled shift.

c. If needed, adjust variable start and end times as needed for an acceptable trade:

Min Start Earliest shift start time

Max Start Latest shift start time

Min End Earliest shift end time

Max End Latest shift end time

6. In the Select a day to work section:a. Select the check boxes for days you would work in trade.b. If needed, adjust the Min Start and Max Start times for a selected day.

7. In the Request expires on section, set an expiration date and time for your shift trade request.8. Click Submit Request.

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Requirements: You need the Customize Client Security right to display the My Shift Trading view. For additional requirements,see Agent Optimizer Features and Requirements.

You can view and manage your trade requests and traded shifts in the My Shift Trading view.1. In the My Shift Trading tab, click My Trades.

Result: A list of your trade requests and accepted trades appears.2. For trade requests that are Unmatched or Pending review, you can do any of the following:

Select the Search icon (magnifying glass) to search again for a match to this shift trade request.Select the Edit icon (pencil) to change requested date, time, or type of match for this trade request.Select the Cancel icon to cancel the shift trade request.

Note: Both the offering and accepting agent can see this cancelled request in the My Trades view.

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Interaction Process Automation

Requirements: Only agents with the appropriate licenses and rights can use Interaction Process Automation. For moreinformation, see IPA User Licenses and IPA User Rights. Also, IPA is available to Interaction Connect users only by specialarrangement. To unlock this feature, the CIC administrator must contact Support for instructions.

Interaction Process Automation (IPA) is a communications-based process automation system that manages business processesby routing work items to qualified and available members of your organization in a defined and controlled manner.

For example, a customer could place an order, service request, loan application, or insurance claim by completing a form on yourcompany website. Or, an agent could take preliminary information over the phone and start the appropriate process. IPA then routesthe form to the first available agent who is qualified to process it or to the most appropriate workgroup queue. Work items routedto you appear in My Interactions view, just like any other ACD-routed interaction. If an agent does not pick up the work item (form)within a defined period of time, CIC routes it to the next available and qualified agent or workgroup. After an agent picks up the workitem and completes the necessary task for processing it, IPA could then forward the application to an available supervisor forapproval.

Using IPAIf your PureConnect administrator assigns you the appropriate license and user rights in Interaction Administrator, you can:

pick up a work item and complete a necessary taskstart a process that routes work items to other members of your organization

Note: You do not need an IPA license to transfer a work item. For more information, see Transfer a Work Item.

IPA Integration DifferencesThere are differences between IPA support in Interaction Connect and Interaction Desktop.

Warning: One important difference is that clicking the X to close the Work Item Viewer in Interaction Connect does not saveany data you entered or changed. It puts the Work Item in a state where you cannot work on it or disconnect it until the sessiontimes out which can take several minutes.

Work Items appear in My Interactions.Can filter work items by multiple work item categoriesThe Work Item viewer website control will not load websites that specify that they cannot be hosted in an iframe.

Work Items appear in the Work Item view.Can associate an interaction with a process.Can search for an already launched process.Can display Process Details.Automatically picks up a work item routed to you after launching a process.Can add Notes to a Process instance.Displays Work Item Reminders.Displays Work Item Warnings.

User LicensesThe following licenses enable you to use IPA features. The PureConnect administrator assigns these licenses in InteractionAdministrator.

Interaction Connect

Interaction Desktop

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Note: Each license in this list enables you also to use the IPA features included in all the previous licenses in the list. That is,the Group Routed Work Items license includes the Direct Routed Work Items license. The Process Monitor license includesboth of the Routed Work Items licenses. The Process Designer license includes all the other licenses.

Direct Routed Work Items (I3_ACCESS_IPA_USER) license: Enables you to start any process to which you have rights. It alsoenables you to receive Work Items that are directly routed to you.Group Routed Work Items (I3_ACCESS_IPA_USER_ACD) license: Enables you to receive Work Items that are either routed toyou directly or as a member of a workgroup (similar to an ACD queue).Process Monitor (I3_ACCESS_IPA_MONITOR) license: Enables you to view process status and details in the Process Monitor orto use Process Reporting in IC Business Manager Applications.Process Designer (I3_ACCESS_IPA_DESIGNER) license: Enables you to use the Process Designer to create and modify IPAprocesses or to use Process Reporting in IC Business Manager Applications.

Note: For more information about designing processes, see the Interaction Process Automation Technical Referenceand the Interaction Process Automation Designer Help.

User RightsYour PureConnect administrator can assign the following Processes Access Control rights to you in Interaction Administrator.These rights control which IPA functions you can use.

Note: The View Queue Columns Access Control right determines whether you can display the Associated Process column inMy Interactions or other queue view.

You can be assigned these rights for all process instances created from all or selected process definitions. For example, yourprocess designer may create process definitions for a car loan, a new account, and a home improvement loan. You could beassigned the rights to start all of these processes or have the right only to start a car loan process.

These rights are independent of each other, not cumulative like IPA licenses. For example, you could be able to manage a process,but be unable to start it in the CIC client if you had only the Manage Process right to that process.

Types of Access Control Rights for ProcessesLaunch Processes: Enables you to start processes in the CIC client.

Note: The process designer must first create and publish the process.

Manage Processes: In the Process Monitor, it enables you to manage and modify processes. Managing a process includescanceling a process or changing data elements in a process.

Note: Process Monitor is a separate application and is not part of the CIC client. It is an IC Business Manager moduleand an IC Server Manager module that an administrator can use to monitor, track, or interact with running processinstances. For more information, see the Interaction Process Automation Designer Help.

User StatusIn order to receive ACD-routed work items, you must set your status to a type that indicates you are available for ACD (AutomaticCommunication Distribution). Your CIC system administrator determines in Interaction Administrator which user statuses indicateACD availability. For example, an "Available" status may indicate you are available for ACD, but an "Available, Follow-Me" statuscould indicate you are not available for ACD. You can receive direct-routed or transferred work items regardless of your status.

IPA Security SpecificationsIPA security specifications control access to secured data in work items. For example, the ability to view or edit social securitynumbers or credit card numbers can be restricted to users who are members of the appropriate IPA security specification.

Note: Your CIC administrator configures IPA security specifications and assigns them to users in Interaction Administrator.Contact your CIC administrator if you have questions about IPA security specifications.

When a work item containing secured data is routed to you, one of the following can happen:283

If you belong to the necessary IPA security specifications for all the required data fields or controls in the work item, you seethe work item. Any non-required data fields that call for a security specification to which you do not belong are obscured.

If you do not belong to the necessary IPA security specification for any of the required data in the work item, the work item isplaced on hold.

Tip: You can transfer the work item to a user who belongs to the appropriate security specification or ask your CICadministrator to assign you to the necessary security specification.

Related TopicsInteraction Process Automation TerminologyProcessesWork Items

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Interaction Process Automation Terminology

Requirements: See Interaction Process Automation.

This topic defines Interaction Process Automation (IPA) terms that apply to using IPA. Terms that apply to designing and modifyingIPA processes are discussed in the Interaction Process Automation Designer Help.

Action: The smallest unit of work. A process consists of structured groups of actions. Actions can include completing a workitem, accessing a database, invoking a Web service, calling a handler, interfacing with a mainframe or third-party application,sending email, queuing work items for groups of people, and more.Active: A process is either active or inactive. A process becomes active when it is published. An administrator can deactivate aprocess to stop people from using it. The CIC administrator or an IPA process designer can reactivate a process.Form: The user interface displayed when you pick up a work item. It also includes the work item category, description, and duedate of the assigned work.Launch a process: A process can be initiated (launched) in different ways depending on how it is designed. For example,processes can be launched by a CIC client user or a handler.Process Definition: A Process Designer creates a process definition. A process is defined first in terms of states. A process isa group of states, running like an assembly line. States define the pipeline through which work flows. Each state is comprisedof a series of tasks and actions.Process Instance: When a process is launched, a new process instance is created from the selected process definition. Aninstance is a running process. Multiple instances of the same process can run at the same time.Task: A sequence of actions performed by the CIC server and/or CIC client users to achieve a specified result.Work Item: A work item is a form that is presented to a CIC client user to gather information. When the corresponding processis launched, work items appear in My Interactions.Work Item Interaction: A related interaction, such as a call or fax, which is associated with a work item.Work Item State: The current condition of a work item. A work item state is similar to an interaction state. For moreinformation, see Work Item States.

Related TopicsInteraction Process Automation

Processes

Requirements: See Interaction Process Automation.

A process is a defined, ordered series of actions taken by Customer Interaction Center and CIC client users to achieve a specificend result. CIC client users are prompted to complete work as part of a process. Processes can also perform actions that involveaccessing web sites. For example a process could access a website to look up required information, such as a vehicle’s VINnumber. The administrator who designs a process determines what actions occur during a process.

For example, your company could have a loan application process that requires several steps. These steps are performed bydifferent CIC client users or automated Customer Interaction Center functions. The process includes actions for collecting,verifying, and evaluating information in the loan application, making a decision to accept or reject the application, and finallynotifying the applicant of the decision.

If you have an IPA User License and the appropriate IPA User Rights, you can Start a Process.

Related TopicsWorking with Interaction Process AutomationInteraction Process Automation TerminologyWork Items

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Requirements: See Interaction Process Automation.

Properly licensed and authorized CIC client users can start a process. Customers may also be able to start a process from yourcompany’s website, if this option is available and appropriately configured.

Tip: Set your status to an "Available" type before starting a process.

To start a process:

Click the Start a process icon and do one of the following:Begin to type the name of the process, then select it from the Processes drop down list.Click the down arrow next to Start a Process. From the lists of Recent Processes or Available Processes, click a processname.

Result: Interaction Process Automation routes the first work item in the process. If IPA routes the first work item back to you,IPA alerts you to pick up a work item.

Related TopicsProcesses

Start a Process

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Work Items

Requirements: See Interaction Process Automation.

When the corresponding process is launched, work items appear in My Interactions. A work item is a form where CIC client userrecords information.

If you have an IPA User License, the appropriate IPA User Rights, and the appropriate IPA Security Specification for all required dataon the form, you can do any of the following:

Pick Up a Work ItemPut a Work Item on HoldTransfer a Work Item

A work item state is the current condition of a work item. A work item state is similar to an interaction state. Possible work itemstates are:

New: This is the state of a work item that has been routed by CIC to an agent or transferred by one agent to another, but not yetpicked up by the recipient.

Note: If this is an ACD-routed Work Item, you have a limited time to pick it up before it is re-routed to another agent orworkgroup.

ACD - Wait Agent: This is the state of a work item routed by CIC to a workgroup or transferred by an agent to a workgroup. Ithas not yet been picked up by an agent.In Progress: This is the state of a work item after you pick it up. It remains in this state while you view or work on the workitem.Held: If you close a work item (i.e. click the red “x” or select the Hold action in its various locations), the work item is placed onhold. It is still assigned to your queue and you have looked at it, but you have not yet completed the work item.

Note: A work item can be placed on Hold automatically if you do not belong to the necessary IPA security specificationfor any of the required data in the work item.

Completed: This is the state of a work item after you finish working on it. After a certain amount of time, around 30 seconds, aCompleted work item disappears from the queue and the My Work Items view.

Related TopicsMonitor Two or More Queues at the Same TimeProcessesWork Item AlertsWork Item Viewer

Requirements: See Interaction Process Automation.

A work item is a form used to gather information. It represents one step in a process. Work items can contain multiple pages.Clicking OK or a similarly named button can either close a work item or display the next page. After you complete an assigned workitem, the process could generate a new work item and send it to the appropriate agent or workgroup to continue the process.

When you pick up a work item, it appears in the IPA Work Item Viewer. Your organization’s process architect designs the forms andcontrols the content of a work item. The form type and content also depend on the process that generates the work item.

Work Item States

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Warning: Do not click the X in the Work Item Viewer to close it. It does not save any data you entered or changed. It also putsthe Work Item in a state where you cannot work on it or disconnect it until the session times out which can take severalminutes.

Work Item Tips

Although work items vary in form and content, here are some tips for completing a work item:

Hold

Putting a work item on hold saves the current data.

Note: Putting a work item on hold does not save invalid data. The last known valid value, if any, for a field containing anerror appears when you pick up the work item again.

Closed

A work item could seem to close on its own for various reasons. For example, a supervisor can transfer a work item from youto another agent while you are working on it.

Data

A background color indicates a required field.

An asterisk (*) indicates an empty required field.

IPA security specifications can restrict access to some data.

Highlighting and an exclamation point indicate a data entry error.

Tip: Pointing your cursor to this exclamation point reveals a tooltip that can help you correct the error.

Note: The IPA Work Item Viewer can indicate errors while you make an entry or only after you move to the next field.

Buttons

Cancel or similarly named buttons are always enabled.288

Submit, OK, or similarly named buttons are enabled only when all the required fields contain valid entries.

Requirements: See Interaction Process Automation.

A work item represents one step in a process. You pick up a work item to complete part of a process. After you complete anassigned work item, the process may generate a new work item and send it to the appropriate agent or workgroup to continue theprocess.

Work items routed to you appear in My Interactions. Work Item Category, Work Item Description, and Work Item Due Date columnsare not displayed by default in My Interactions, but you can add these columns. This helps you identify the types of work items inthese queues. For more information, see Add or Remove View Columns.

To pick up a work item:1. In My Interactions, select a work item that is in a New, ACD - Wait Agent, or Held state, and click Pickup.

Result: The work item appears in the Work Item Viewer.

Tip: Click the Help icon in the Work Item Viewer for more information.

2. Do one of the following:

Perform the required action.

Result: The work item state changes to Completed. After you complete a work item, it continues to appear in My Interactions fora limited time.

Note: Picking up a work item prompts you to perform a step in the workflow process. You may need to enter data on a formor you might be required to click a button on a form that indicates you have reviewed or approved some step in a process.The type of action depends entirely on how your organization’s designer constructed the process.

Put the work item on hold.Result: The work item state changes to Held. It remains in the My Work Items view.

Tips for Completing Work Items

Putting a work item on hold saves the current data.

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Note: Invalid data is not saved if you put a work item on hold. The last known good value, if any, for a field containing anerror appears when you pick up the work item again.

Work item required fields are indicated by a background color. Empty required fields are indicated by asterisks (*).Access to some IPA data can be restricted. For more information, see IPA Security Specifications.

If you don't have the necessary IPA security specification to view a non-required field or control on the work item, it isobscured.If you do not have the necessary IPA security specification for any of the required data in the work item, you see an errormessage that explains you cannot see the work item because you do not have access to the required data.

Press Tab to move from field to field in a work item.

Tip: If the work item contains a multi-line text box, first press Insert to turn off automatic insert, then you can tabthrough all the fields on the form.

Cancel buttons are always enabled. Submit or OK buttons are enabled only when all required fields contain valid entries.Data entry errors are highlighted and are also indicated by an arrow. If you point to this arrow, a tool tip appears that can helpyou correct the error.

Note: Depending on the type of control and type of data, data entry errors can be indicated while you aremaking an entry or only after you move to the next field.

Related TopicsPut a Work Item on Hold

Requirements: See Interaction Process Automation.

You can put a work item on hold and later pick up this work item to continue working with it. If you place a work item on hold, itremains on hold until you pick it up again. This applies both to ACD-routed work items and directly-routed work items.

To put a work item on hold, do one of the following:In My Interactions, select a work item that is in a New, ACD - Wait Agent, or In Progress state and click the Hold button.In My Interactions, right-click a work item that is in a New, ACD - Wait Agent, or In Progress state and choose Hold from theshortcut menu.In the Work Item Viewer, click the Hold button.

Warning: Do not click the X in the Work Item Viewer to close it. It does not save any data you entered or changed. It alsoputs the Work Item in a state where you cannot work on it or disconnect it until the session times out which can takeseveral minutes.

Related TopicsPick Up a Work Item

Requirements: The Transfer Interactions Security right enables you to transfer an interaction appearing in My Interactions.Interaction Process Automation.

You can transfer a work item to another user or workgroup queue.

Licenses and Other Conditions

You do not need an IPA license to transfer a work item. You can transfer a work item to another user or workgroup under certainconditions:

You need the Transfer Interactions Security right to transfer an interaction appearing in My Interactions.You can transfer work items only to other IPA-licensed users or to a workgroup with at least one IPA-licensed user.

Put a Work Item on Hold

Transfer a Work Item

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If you transfer a work item to a workgroup, the target workgroup must have an associated queue.You can transfer only work items that are in a New, ACD - Wait Agent, or Held state. You cannot transfer a completed work itemor a work item you are viewing or revising (In Progress state).

Note: Interaction Supervisor users can transfer work items that are not on Hold, if necessary to continue a process. If asupervisor transfers a work item while an agent has that work item open, then any data changed or entered by the agentsince the work item was picked up may be lost.

Work Item Transfer Dialog Box

Transferring a Work Item uses the same basic Transfer dialog box as transferring an interaction, with some minor differences.The Options drop-down list limits your search for a transfer recipient to either users or workgroups or both. You cannot transfera work item to a phone, station, station group or attendant profile, so these search criteria do not appear.The Transfer button dropdown list is disabled. The Transfer to Voicemail, Park, and Consult options do not apply to work items.

To transfer a work item:1. In My Interactions, select a work item that is in a New, ACD - Wait Agent, or Held state.

2. Do one of the following:

On the view toolbar, click the Transfer button.Right-click the work item and choose Transfer from the shortcut menu.

Result: The Transfer dialog box appears.

3. In the Transfer To: text box, type all of part of the recipient’s name.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary. You can search by user or workgroup name or both.

4. From the drop-down list, select the appropriate recipient.

Result: Status information appears for the selected user or workgroup, including whether a selected user is logged onto aCIC client and is available to accept the transferred work item. If the selected recipient is a workgroup, it shows how manyinteractions are in the workgroup queue, how many agents are logged on and how many agents are available. For moreinformation, see Status Information for Transfer recipient.

5. Click the Transfer button.

Result: The work item is removed from your My Work Items view or other queue where you selected it and is routed to theselected agent or workgroup.

Important: Certain work item settings are no longer in effect after a transfer. For example, work items can have atimeout setting that controls how much time a CIC user has to pick up an alerting work item before it is routed toanother user. This pickup time limit no longer applies to the transferred work item because the transfer signals thework item is "being handled" or "under an agent’s control."

Related TopicsWork Items

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Requirements: See Interaction Process Automation.

You can remove a completed work item from My Interactions if you don't want to wait for it to disappear automatically after youcomplete it.

Note: You can remove only completed work items from a queue.

To remove a work item from My Interactions:Right-click a work item and select Remove from Queue from the shortcut menu.

Related TopicsWork Items

Requirements: See Interaction Process Automation.

If the My Interactions view contains Work Items, you can filter this view by Work Item Category.

To filter My Interactions:1. Click the Configure Queue Filter control in the upper right corner of My Interactions.2. Select the check boxes for the categories of Work Items.

3. To apply the filter and close the Queue Filter dialog, click anywhere outside the dialog.

Result: My Interactions displays only Work Items assigned to those categories plus any other active interactions, such as Chatsor Calls.

Related TopicsFilter a Queue View

Remove a Work Item

Filter by Work Item Category

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Requirements: See Interaction Process Automation.

When an ACD-routed work item is sent to you, you have a limited time to pick it up before it is re-routed to another agent orworkgroup. Because of this time constraint, you are alerted to the arrival of any new work item (even one that is not ACD-routed):

If you are occupied with a direct-routed work item (one that was sent to you specifically), you are always alerted to the arrival ofany new ACD-routed work item in My Interactions.

A Work Item Alert (toast message) can also appear on your desktop.

Note: whether this desktop alert appears is controlled by same configuration setting that determines if a desktop alertappears for alerting interactions and camped calls. The amount of time it takes for the desktop alert to fade away isalso controlled by a configuration setting. For more information, see Desktop Alerts.

Normally, you see the alert when the work item arrives in My Interactions. However, if you are not logged onto the CIC client atthe time the work item is routed to you, you see the alert the next time you log on to the CIC client if the work item is still inyour queue. There is no sound associated with this alert.

Related TopicsPick Up a Work ItemWork Items

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Interaction QualityThe My Quality Results view in Interaction Connect provides secure access to scorecards and their associated recordings. You canreview recordings of your interactions and acknowledge scorecards for these interactions in the My Quality Results view.

Requirements: To view and use the My Quality Results view, you need the Interaction Quality Monitoring Agent license. Toplay back recordings from this view, you also need the Interaction Recorder Client Access license. To properly generate andassign these licenses, the CIC administrator should follow the instructions in License Agents for the My Quality Results Viewin Interaction Connect.

Important: The My Quality Results view also requires that the PureConnect administrator use HTTPS certificates signed by athird-party certificate authority for the CIC server and any associated Interaction Recorder Remote Content Service servers andfor proxies forwarding traffic by HTTPS. If these servers do not use an HTTPS certificate signed by a third-party certificateauthority, Interaction Connect users can encounter a certificate warning from a web browser that requires the user to accept orbypass the warning to view playback recordings.

For more information, see the following documents in the PureConnect Documentation Library. For the CIC server, see "CreateSigning Requests and Import Third-Party Signed Certificate" in the PureConnect Installation and Configuration Guide. For theRemote Content Service, see "Create an HTTPS certificate signed by a certificate authority for viewing playback recordings" inthe Interaction Recorder Remote Content Service Installation and Configuration Guide.

Related TopicsAcknowledge ScorecardsCall ScorecardChat ScorecardEmail ScorecardMy Quality ResultsSocial Conversation Scorecard

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Acknowledge ScorecardsAs an agent, your part of the quality management process is to review your interactions after your supervisor or other managerscores them. To show that you have completed this task, you acknowledge the associated scorecards.

To acknowledge a scorecard:1. In the My Quality Results view, search for scorecards by setting Filter by criteria and clicking Search.2. Review your scorecard by doing one of the following:

Select a scorecard in the search results, set Preview to ON then review the scorecard in the Scorecard Preview.Double-click a scorecard or click the blue scorecard ID link in the search results, then review the scorecardSelect a row and click the View button, then review the scorecard in the Call Scorecard, Chat Scorecard, or Email Scorecard.

When you finish your review, click Acknowledge Scorecard.

Note: The Acknowledge Scorecard button does not appear if no acknowledgement is required. If you have alreadyacknowledged this scorecard, you can click View Acknowledgement to review any comments you made whenacknowledging this scorecard.

4. In the Scorecard Acknowledgement dialog box, you can optionally enter any comments relevant to this scorecard.

5. Click Acknowledge.

My Quality Results

Requirement: See Interaction Quality.

The My Quality Results view provides secure access to scorecards and their associated recordings of your interactions. The MyQuality Results view can display a list of scorecards or a selected scorecard. When required, you can acknowledge that youreviewed these scorecards.

The scorecard list displays a list of scorecards that match your search criteria. You can also display a preview for the selectedscorecard.The selected scorecard view displays both the scores and survey results. It also enables the agent to listen to or view arecording of the interaction. The view varies slightly depending on recording type.

Chat scorecardCall scorecardEmail scorecardSocial Conversation ScorecardSocial Direct Message Scorecard

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You can display a list of scorecard for selected dates or display only scorecards that require acknowledgment.

Scorecard List

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1 Filter by You can search by date or for scorecards that require acknowledgment.

2 Search The view is blank until you click Search to find Scorecards that match your search filter.

3 View Display the Scorecard view for the selected Scorecard andsee Media Detailslisten to a call recordingread a chat recordingview Scorecard detailsacknowledge the Scorecard

4 Preview Turns the Scorecard Preview pane on or off.

5 Sort bycolumn

Click any column heading to sort the search results. Click once for ascending order, twice fordescending order.

6 Column tooltip Hover over a column heading to display a tooltip.

7 Acknowledged Icons indicate whether you have acknowledged a scorecard or if acknowledgment is not required.Hover over an icon to display a tooltip that identifies it.

8 Recordingtype

Icons indicate the type of recorded interaction. Hover over an icon to display a tooltip that identifiesit.

9 SelectedScorecard

The currently selected scorecard is highlighted. Click the Scorecard ID or double-click anywhere in therow to display a selected scorecard.

10 Search results Displays the Scorecards that match your search criteria. Scorecards returned displays the number ofscorecards that were found.

11 Splitter Adjust the relative heights of the scorecard list and preview sections in the My Quality Results view.

This Scorecard preview section displays scorecard scoring and questions. It provides the details of how your supervisor ormanager scored this interaction. You can acknowledge the scorecard in this view or open the scorecard in a more detailed viewbefore signing off on it.

Scorecard Preview

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12 ScorecardPreview

View scorecard details here or in the Scorecard view. The Preview button turns this ScorecardPreview on and off.

13 Scores and Rank Supervisors and other managers score recordings in Interaction Recorder for IC BusinessManager. They also use Interaction Quality Manager to create the questionnaires used to scorerecordings. For more information, see the PureConnect Documentation Library.Overall Score: A calculated average of the scores for all the question groups in the scorecard.Overall Rank: A ranking for the scorecard based on a percentage scale for scores as defined inInteraction Quality Manager. For example, A could stand for 90-100 percent, B for 80-89 percent,and so on.Critical Score: The number of critical questions with passing grades over the total number ofcritical questions.

14 Question Groups Expand a Question Group to review the answers in detail.

Note: A chat icon indicates that at least one question in this group has a comment.Comments are highlighted.

15 Acknowledgementbutton

Click Acknowledge Scorecard to display the Scorecard Acknowledgement dialog box where youcan indicate you have reviewed the selected scorecard and enter comments.

If you have already acknowledged this scorecard, you can click View Acknowledgement to reviewany comments you made when acknowledging this scorecard.

Note: If no acknowledgment is required, no button appears.

Call ScorecardYou can acknowledge a scorecard and review a recording in the Call Scorecard.

Requirement: See Interaction Quality.

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1 Navigationcontrols

Use these controls to view other scorecards found by the Scorecard search.

2 Close Click Close to return to the My Quality Results Scorecard list and preview.

3 Scorecard Use this section to review the scores for this interaction. See Scorecard for a description of theinformation available here.

4 Interactionrecording

This section includes media details and controls for playing back the recorded call.

5 MediaDetails

This section displays the date of the recording and its length. It also displays Interaction ID for therecorded interaction. Interaction direction can be Inbound or Outbound for calls.

An icon indicates recording type.Policy-based recordingThis is a recording made automatically based on criteria set in the Interaction Recorder Policy Editor.

Snippet recordingThis is a user-initiated recording. It is stored in the CIC database. For more information about Snippetrecordings, see Recording Types.

6 CallRecording

A Call recording is indicated by both a label and an icon.

7 Waveform A single waveform indicates a Mono Channel recording.

Two waveforms indicate a Dual Channel recording where two distinct channels, one per party in theconversation, are recorded separately on same audio recording.

8 Playbackcontrols

The playback controls include:Audio Seek barPlay/Pause toggleStopForward (5 secs)Backward (5 secs)Mute toggleVolume Slider (0 - 100)Playback speed gauge (0.5x, 1x, 1.1x, 1.2x, 1.3x, 1.4x, 1.5x, 2x, 4x)

Note: The selected playback speed remains constant for the current scorecard while you pause,stop or perform any other recording action. Playback speed resets to 1x when you change toanother scorecard.

9 Device forplayback

Select the device to play the call recording.Primary Sound DriverPlay back the recording through your computer speakers.Telephone HandsetPlay back the recording to your CIC extension and listen using your telephone handset.

Note: Your CIC administrator can set Telephone Handset as the default playback device inInteraction Recorder configuration in Interaction Administrator.

Chat Scorecard 300

Chat ScorecardYou can acknowledge a scorecard and review a chat recording (transcript) in the Chat Scorecard.

Requirement: See Interaction Quality.

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1 Navigationcontrols

Use these controls to view other scorecards found by the Scorecard search.

2 Close Click Close to return to the My Quality Results Scorecard list and preview.

3 Scorecard Use this section to review the scores for this interaction. See Scorecard for a description of theinformation available here.

4 Acknowledgementbutton

Click Acknowledge Scorecard to display the Scorecard Acknowledgement dialog box where you canindicate you have reviewed the selected scorecard and enter comments.

If you have already acknowledged this scorecard, you can click View Acknowledgement to reviewany comments you made when acknowledging this scorecard.

Note: If no acknowledgment is required, no button appears.

5 Media Details This section displays the date of the recording and its length. It also displays Interaction ID for therecorded interaction. Interaction direction is always Unknown for chats.

An icon indicates recording type.Policy-based recordingThis is a recording made automatically based on criteria set in the Interaction Recorder PolicyEditor.

Snippet recordingThis is a user-initiated recording. It is stored in the CIC database. For more information aboutSnippet recordings, see Recording Types.

A Chat recording is indicated by an icon. The names of the Chat participants appear here.

6 Chat conversation A Chat recording is a text record of the Chat conversation.

Email ScorecardYou can acknowledge a scorecard and review an email recording in the Email Scorecard.

Requirement: See Interaction Quality. You also need Interaction Connect version 2018 R4 or later.

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1 Navigationcontrols

Use these controls to view other scorecards found by the Scorecard search.

2 Close Click Close to return to the My Quality Results Scorecard list and preview.

3 Scorecard Use this section to review the scores for this interaction. See Scorecard for a description of theinformation available here.

4 Acknowledgementbutton

Click Acknowledge Scorecard to display the Scorecard Acknowledgement dialog box where you canindicate you have reviewed the selected scorecard and enter comments.

If you have already acknowledged this scorecard, you can click View Acknowledgement to reviewany comments you may have made when acknowledging this scorecard.

Note: If no acknowledgement is required, no button appears.

5 Media Details This section displays the date of the recording and its length. It also displays Interaction ID for therecorded interaction.

An icon indicates recording type.An icon indicates recording type.

Policy-based recordingThis is a recording made automatically based on criteria set in the Interaction RecorderPolicy Editor.

Snippet recordingThis is a user-initiated recording. It is stored in the CIC database. For more informationabout Snippet recordings, see Recording Types.

6 Email recording An Email recording is indicated by an icon.

7 Show / HideDetails

Click Show Details to display the complete email addresses in the To, Cc, and Bcc fields. ClickHide Details to display only the addressee names.

8 Attached file(s) Any files attached to the email interaction appear here. Click the attachment to download the file.Then you can view or play back the files in the associated desktop application.

9 Inline images Email recordings display inline (embedded) images.

Social Conversation ScorecardYou can acknowledge a scorecard and review a recording of a social conversation interaction in the Social ConversationScorecard.

Requirement: See Interaction Quality.

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1 Navigationcontrols

Use these controls to view other scorecards found by the Scorecard search.

2 Close Click Close to return to the My Quality Results Scorecard list and preview.

3 Scorecard Use this section to review the scores for this interaction. See Scorecard for a description of theinformation available here.

4 Acknowledgmentbutton

Click Acknowledge Scorecard to display the Scorecard Acknowledgment dialog box where you canreview the selected scorecard and enter comments.

If you have already acknowledged this scorecard, you can click View Acknowledgment to review anycomments you made when acknowledging this scorecard.

Note: If no acknowledgment is required, no button appears.

5 Media Details This section displays the date of the recording and its length. It also displays Interaction ID for therecorded interaction.

An icon indicates recording type.An icon indicates recording type.

Policy-based recordingThis is a recording made automatically based on criteria set in the Interaction RecorderPolicy Editor.

Snippet recordingThis is a user-initiated recording. It is stored in the CIC database. For more information aboutSnippet recordings, see Recording Types.

6 Socialconversation

A Social conversation recording displays the entire conversation as it appeared in the CurrentInteraction view. For more details, see Facebook conversations and Twitter conversations.

Related TopicsAcknowledge ScorecardsManaging Social MediaMy Quality Results

Social Direct Message ScorecardYou can acknowledge a scorecard and review a recording of a social direct message interaction in the Social Direct MessageScorecard.

Requirement: See Interaction Quality.

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1 Navigationcontrols

Use these controls to view other scorecards found by the Scorecard search.

2 Close Click Close to return to the My Quality Results Scorecard list and preview.

3 Scorecard Use this section to review the scores for this interaction. See Scorecard for a description of theinformation available here.

4 Acknowledgmentbutton

Click Acknowledge Scorecard to display the Scorecard Acknowledgment dialog box where you canreview the selected scorecard and enter comments.

If you have already acknowledged this scorecard, you can click View Acknowledgment to review anycomments you made when acknowledging this scorecard.

Note: If no acknowledgment is required, no button appears.

5 Media Details This section displays the date of the recording and its length. It also displays Interaction ID for therecorded interaction.

An icon indicates recording type.An icon indicates recording type.

Policy-based recordingThis is a recording made automatically based on criteria set in the Interaction RecorderPolicy Editor.

Snippet recordingThis is a user-initiated recording. It is stored in the CIC database. For more information aboutSnippet recordings, see Recording Types.

6 Social DirectMessage

This icon indicates a direct message recording.

The name of the Twitter account or Facebook page to which customer sent the message appearshere.

These icons indicate Twitter and Facebook direct messages.

Twitter

Facebook

A Social Direct Message recording displays the entire interaction as it appeared in the CurrentInteraction view. For more details, See Facebook Direct Messages and Twitter direct messages.

Related TopicsAcknowledge ScorecardsManaging Social MediaMy Quality Results

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Interaction Scripter

Requirements: To use the Interaction Scripter integration with Interaction Connect, you need the Interaction Scripter andInteraction Dialer Add-On licenses. To select the campaigns in which you want to participate, you need the Logon CampaignSecurity right. Agents without this right automatically log on to all active campaigns associated with the workgroups to whichthe agent belongs.

You use Interaction Scripter to process outbound calls placed by Interaction Dialer. These outbound calls are campaign calls. Acampaign is a collection of properties that tell Interaction Dialer how to process the database table that contains telephonenumbers and other information.

ScriptsEvery campaign has a script that controls what you see in the Interaction Scripter view when a call is sent to you. The InteractionScripter view supports both basic and custom campaign scripts.

Your CIC administrator defines basic campaign scripts in Interaction Administrator. Basic scripts display columns from the contactlist, and may offer textual prompts for the agent to read to the contact. Basic scripts provide simple page-to-page navigationcontrols and call disposition options.

Custom scripts also provide screen pop, navigation controls, and disposition options, but with any desired appearance and layout.Custom scripts require web development expertise to create.

Note: Custom scripts written to run in Interaction Scripter .NET Client must be modified to run in Interaction Connect.Developers can find information about the required modifications in the Interaction Scripter Developer's Guide in thePureConnect Documentation Library.

Interaction Scripter view

Requirements: You need the Customize Client Security right to add views. You need the appropriate My Interaction Rights touse the standard queue control toolbar buttons. For more requirements, see Interaction Scripter.

The Interaction Scripter view contains information pertaining to the call, the customer, and the campaign, based on behavior definedin a script. This information appears in a form that you complete. All information that you collect or modify during the call is routedback to database tables. The features available in the Interaction Scripter view are similar to Interaction Scripter .NET Clientfeatures (sometimes called the Dialer client).

You add the Interaction Scripter view to your CIC client as you would any other view. For instructions, see Add or Close Views. Youalso control where the view appears in your CIC client. For more information, see Change View Layout.

Display the Interaction Scripter view

Use the Interaction Scripter view

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1 Agentstatus andtime instatus

Interaction Scripter automatically changes your status.

2 Agentname

Your name or user ID appears here.

3 Call type Regular Call

Interaction Dialer places the call for the agent. You can disposition the call.

Preview Call

This presents you with information about the connected party. You can disposition or reschedule thecall.

Previewing Call

This presents you with information about the targeted party. The call is not yet connected. If thecountdown time is enabled, you can connect when ready or skip to the next data pop. When thecountdown timer expires, Dialer automatically connects the call. If the countdown timer is notenabled, the call remains in a previewing state until you click Dial or Skip.

Waiting for Call

This occurs when you are in Follow Up or Available status and ends when the next call alerts.

4 Campaignname

You can be active in multiple campaigns. This label identifies the campaign associated with this call.

5 Campaignsicon

To choose the campaigns in which you want to be active, click this icon. You must disposition yourcurrent call before you can log on or log off campaigns.

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6 Number todial

In Regular calling mode, this is the number already dialed for you.

In Preview calling mode, this is the number Interaction Dialer dials for you after a set interval.

7 Form Forms display columns from the ContactList as fields, controls, or lists. Your job is to fill out fields andmake selections before using a disposition button to wrap up the call. Read-only fields have a dimmedbackground. Anything entered or selected in the form is saved to the ContactList database when youdisposition the call.

In preview mode, Interaction Scripter presents information to you before the call is placed. You canreview the contact record and decide whether to call the contact or skip to the next contact.

8 Disposition To close out (disposition) the call, click one of these controls. For example, if a call reaches ananswering machine, you press Machine to hang up and reenter an available status.

Call disposition buttons are inactive unless you are connected to a party. The buttons highlightautomatically as the cursor passes over them. These buttons record whether or not the call reached thecontact, and whether or not the campaign objective was met.

You can press only one disposition button per call. Most calls are disconnected immediately when youpress a disposition button.

9 PlaceFollow-upCall

To schedule a follow-up call, select this check box

10 Script This section of the form provides prepared text that guides you in interacting with the connected party.

11 Call controltoolbar

Client call controls appear here. For example, you can use these controls to transfer the call to afinishing agent or record the call. For the most part, these controls function exactly like their CIC clientQueue Control toolbar equivalents. See Queue Control Toolbar Buttons. These buttons also require thesame My Interaction Rights.

The buttons are unique to the Interaction Scripter view:

Dial

Immediately place a call to the contact by pressing this button. This button appears in Preview modeonly. Preview mode pops information about the contact, but does not immediately call the contact.This gives you a chance to review information from the database.

Skip

Press this button when you do not want to call a contact. You are immediately returned to anavailable status. This button appears in Preview mode only.

Note: The Preview Skip Button Interaction Dialer Script option controls whether the Skip buttonappears on the toolbar. Your CIC or Dialer administrator can set this option in InteractionAdministrator.

Break

The Break button works as a toggle switch. See Request a Break.

Note: The Request Break Button Interaction Dialer Script option controls whether the Breakbutton appears on the toolbar. Your CIC or Dialer administrator can set this option in InteractionAdministrator.

Log on to Campaigns

Requirement: See Interaction Scripter.

Note: When you log on to a campaign using a basescript and also to a campaign using a custom script, calls placed by thecustom script take precedence.

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The Interaction Scripter view is blank until you log on to at least one campaign.

If you have the Logon Campaign Security right, you can logon to Interaction Scripter and select campaigns:1. To select your agent settings, click the Logon Settings icon.

2. Select the appropriate Agent Type.

Regular Regular Agents receive new outbound calls. These agents pitch a product, idea, or service, or perform someother front-end process. Once this up-front work is complete, the campaign's custom script transfers callsto an ACD queue for follow-up processing by Finishing Agents. A custom campaign script must perform theactual call transfer.

Finishing Finishing Agents receive agent-owned callbacks and calls transferred by regular agents. Finishing agentsperform a back-end process, such as validation of credit cards, surveys, or data entry—after a regular agenthas finished speaking with the targeted party. Finishing agents receive screen pops exactly like regularagents. The difference is that finishing agents do not receive regular campaign calls.

Composite An agent who is both a Regular and a Finishing agent.

3. Do one of the following:

Start receiving calls immediately after logging on to campaigns, by selecting the Ready to Take Calls check box.Delay receiving calls after logging on to campaigns by clearing the Ready To Take Calls check box.

Note: This setting does not apply to base scripts. It applies only to custom scripts. This setting affects all campaigns withcustom scripts to which you log on. Clearing this check box prevents you from receiving calls until you click Start ReceivingCalls in the Campaigns sidebar or a script carries out the IS_Action_StartReceivingCalls action. This script action has the samefunction as clicking Start Receiving Calls. For more information about base and custom scripts, see Scripts view in theInteraction Dialer Manager help.

4. Click the Campaigns icon.5. In the Campaigns sidebar, search for available campaigns. Click the Plus sign (+) for each campaign in which you want to

participate.

Logon and select campaigns

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6. If you cleared the Ready to Take Calls check box in Log on Settings, click Start Receiving Calls after you select yourcampaigns.

7. Click the Campaigns icon again to close the Campaigns sidebar.Result: Calls placed by Interaction Dialer for the selected campaigns start to appear in the Interaction Scripter view.

If you do not have the Logon Campaign Security right, you are automatically logged on to all campaigns.1. To check your agent settings, click the Logon Settings icon. Select the appropriate Agent Type.2. Click the Campaigns icon.3. Click Global Logon.4. If you cleared the Ready to Take Calls check box in Log on Settings, click Start Receiving Calls.

Result: Calls placed by Interaction Dialer for any active campaigns start to appear in the Interaction Scripter view.

Log off CampaignsYou must disposition your current call for a campaign before you can log off that campaign. You must log off all your activecampaigns before you can log off Interaction Connect or close the Interaction Scripter view.1. Click the Campaigns icon.2. Do one of the following:

If you do not have the Logon Campaign Security right, click Global Logout.If you have the right, in the Active Campaigns section, click the Minus sign (-) before the campaign nae.m

Result: You log off all or selected campaigns after you disposition (finish) your current call. Otherwise, you log offimmediately, unless a scheduled callback is pending.

Note: If a scheduled callback is pending, you cannot log off. Interaction Scripter displays a message indicating that youhave a callback pending. Once you disposition the scheduled call and return to an available status, CIC logs you offautomatically.

Logon to all campaigns

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Disposition a CallCall disposition buttons make it easy to close out (disposition) the current call. For example, if a call reaches an answeringmachine, you can press Machine or similarly named button to hang up and reenter an available status.

Note: Your Dialer administrator configures call disposition buttons and determines their actions in the campaign script.Contact this administrator if you have questions about which call disposition button to use.

Call disposition buttons are inactive unless you are connected to a party. The buttons highlight automatically as the cursor passesover them. This makes it easier to see which button is selected. These buttons record whether or not the call reached the contact,and whether or not the campaign objective was met.

You can press only one disposition button per call. Most calls are disconnected immediately after you select a call dispositionbutton. If you select a Call Back Later or similarly named button, the call is disconnected when the callback is successfullyscheduled. If you transfer a call, you can be disconnected from the call immediately or after you disposition the call. For moreinformation, see Blind Transfer a Scripter Call or Consult Transfer a Scripter Call.

When you select a disposition button, CIC can assign the appropriate wrap-up code automatically. You must be a member of aworkgroup for which Wrap-Up codes are configured and active. Also, your Interaction Scripter administrator must map PageDispositions to Wrap up Codes in the Dialer script.

Note: By default, you are not prompted for a wrap-up code if the interaction was a Dialer call that was transferred to an ACDworkgroup. However, your CIC administrator can set the Eic_DialerAllowInboundWrapUp interaction attribute to allow a wrap-upcode prompt. For more information, see the Interaction Attributes Technical Reference.

Blind Transfer a Scripter Call

Requirements: Access Control Rights determine which Attendant Profiles, User Queues, Workgroup Queues and StationQueues are available as transfer targets. By default, the Transfer dialog box searches the Company Directory, and theappropriate Attendant Profiles, User Queues, Workgroup Queues, and Station Queues for matching names and numbers.

Transferring a call without speaking to the intended recipient is called a blind transfer.1. Inform the caller that he or she is going to be transferred.2. In the Interaction Scripter view, click the Transfer button.

3. In the Transfer dialog box, in the Transfer To: text box, type all of part of the recipient’s name or number.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, do one of the following:

Select "Dial [your entry] as Digits" to convert a text entry into numbers.Select the appropriate name and associated extension number.

Result: Status information appears for a selected CIC user. It shows whether the transfer recipient is logged onto a CICclient and is able to accept the transferred call. This can help you decide what kind of call transfer to use.

5. If you are transferring the call to an agent who is not participating in the campaign, check Disposition this contact record aftertransfer.

Result: The form remains in the Interaction Scripter view until you select a disposition.6. Click the Transfer button.

Result: If you did not select Disposition this contact record after transfer, the Interaction Scripter view clears. Thetransferred call disappears from My Interactions or other queue and is routed to the selected recipient.

7. If you selected Disposition this contact record after transfer, select a Disposition button in the Interaction Scripter view.

Consult Transfer a Scripter Call

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Requirements: Access Control Rights determine which Attendant Profiles, User Queues, Workgroup Queues and StationQueues are available as transfer targets. By default, the Transfer dialog box searches the Company Directory, and theappropriate Attendant Profiles, User Queues, Workgroup Queues, and Station Queues for matching names and numbers.

Transferring a call after speaking to the intended recipient is called a consult transfer.1. Inform the caller that he or she is going to be transferred.2. In the Interaction Scripter view, click the Transfer button.

3. In the Transfer dialog box, in the Transfer To: text box, type all of part of the recipient’s name or number.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, do one of the following:

Select "Dial [your entry] as Digits" to convert a text entry into numbers.Select the appropriate name and associated extension number.

Result: Status information appears for a selected CIC user. It shows whether the transfer recipient is logged onto a CICclient and is able to accept the transferred call. This can help you decide what kind of call transfer to use.

5. If you are transferring the call to an agent who is not participating in the campaign, check Disposition this contact record aftertransfer.

Result: The form remains in the Interaction Scripter view until you select a disposition.6. Click the down arrow on the Transfer button and select Consult.

Result: The Consult Call dialog box appears. The original caller is placed on hold. A call is placed to the intended transferrecipient.

Note: The highlighted line indicates the parties who are connected and can speak to each other.

6. Do one of the following:

If the intended recipient (Consultant) answers his or her phone, and agrees to the transfer, click Transfer.

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Result: The call is transferred to the Consultant and is removed from your queue. If you did not select Dispositionthis contact record after transfer, the Interaction Scripter view clears.

To speak to the caller again without exiting the transfer operation, click Caller.

Note: This puts the call to the Consultant on hold. You might use this feature if the recipient is unavailable totake the interaction and you want to see if the caller would like to be transferred to someone else.

To speak to the Consultant again without exiting the transfer operation, click Consultant.To enable a three-way conversation with the Caller, Consultant and you, click Both.

Note: This creates a conference call. You can now speak to both the Caller and the Consultant. If you latercomplete the transfer, the conference call is replaced by a standard two-party call.

To put both parties on hold, click Neither.

Tip: This enables you to talk to someone else or make another call without involving the caller or consultant.

If the transfer recipient does not answer the phone or does not agree to the transfer, click Cancel.

Result: The Consult Call dialog box closes and the Transfer dialog box reappears. The call is taken off hold, and youare reconnected to it.

Tip: If for some reason you can't perform a consult transfer, you can use the Transfer dialog box to chooseanother way to handle this call. Or you can transfer a call to another person’s voicemail, park a call on anotherperson’s extension, or transfer a call without consulting the recipient.

7. If you selected Disposition this contact record after transfer, select a Disposition button in the Interaction Scripter view.

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Schedule a CallbackIf the contact asks to be called back at a specific time and date, press the Callback or similarly named button. This opens theSchedule Callback dialog, so that you can set the date and time when the system will call the contact back.

Note: The CIC system disconnects the call after you successfully schedule a callback.

1. In the Interaction Scripter view, press the Scheduled or similarly named disposition button.

2. In the Schedule Callback dialog box, select a future date and time.3. Select one of the Deliver Call to options.

If you want to receive the call when it occurs, select Me.If you want the call routed to any available agent, select Anyone.

4. Select a Time zone.

Note: To see the Time zone option, your system administrator must configure the Interaction Dialer Timezone Map Dataoption and configure a Zone Set. See Configure Time Zone Maps and Assign Them to Campaigns, Where Applicable andZone Sets.

To use the Central Campaign Server (CCS) time zone, select Mine.To use the contact's time zone, select Theirs.

2. Optionally, select the Use Alternative Number check box and enter a telephone number in the accompanying text box.

Note: This option is available only when the Dialer Administrator enables the Entry of Callback Number option for thiscampaign script.

6. Click Schedule.

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Place Follow Up Calls

Requirements: The Dialer Administrator selects the Allow agents to make additional calls to same record option on thecampaign script. This enables the Follow Up Call feature for that campaign.

The Follow Up Call feature enables Interaction Scripter agents to place multiple, consecutive calls within a campaign to a singlecontact. When the Follow Up Call feature is available, you see the Place Follow-up Call check box in the Interaction Scripter view.

For example, suppose you dial a number, reach the contact, but the contact asks you to call back on another number. This othernumber could already be on the contact record. Or the contact could give you a new number. Using the Follow Up Call feature, youcan make additional calls from the Interaction Scripter view. These calls are logged and fall under Interaction Dialer's compliancecontrols.1. Select the Place Follow-up Call check box2. Disposition the call by selecting the appropriate Call Disposition button.

Result: Your status is set to an Additional follow up type and calling mode changes to Waiting for Call.3. In the Additional Follow Up section, note the following:

If the Dialer administrator enables the Allow editing of Phone Number option for this campaign script, you can enter a phonenumber in the Manual text box.Numbers that can be dialed immediately, have a dial button (phone icon)Numbers that are blocked, due to DNC block or time zone block, have an Override button.

Note: You can dial a blocked number only if the Dialer Administrator selects the Permit override to DNC checkor Permit override to TimeZone check options on the campaign script.

4. Do one of the following:

Click the dial button for one of the available numbers.Click Cancel.

Request a BreakPress the Break button in the Interaction Scripter view toolbar to request a break, or to resume work after taking a break.

Breaks are not always granted immediately. Whenever an agent requests a break, the system checks to see if agents are availableto handle any outstanding calls. The button label changes to Pending when you request a break. You must complete your currentcall before a break can be granted.

When there are enough agents the break request is granted, the button label changes to End Break and your CIC status is set to anunavailable type. The last agent logged into a campaign is granted a break after pending calls for the agent are completed.

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Journey Map

Requirements: Some Journey Map functions are available only if you have the appropriate licenses and security rights. Formore information, see Journey Map Licensing and Rights.

Journey Mapping is a history of interactions between PureConnect client users and outside contacts. It tracks various types ofinteractions (phone, fax, email, web chat.)

Use Journey Mapping to:View an interaction history related to your currently selected interaction.

The Related Interactions tab of the Journey Map view can include past interactions with the current caller, or with anyone inthe caller’s organization or with anyone at the same location.

View the details of any interaction listed in the Related Interactions tab of the Journey Map view.Play a recording, if one exists, of any interaction listed in the Related Interactions tab of the Journey Map view.Match your current interaction to a contact if the match does not occur automatically or if more than one possible match isfound.Add a new contact or organization to the Journey Mapping database.

Journey Map Licensing and RightsJourney Mapping in Interaction Connect uses the same database as the Interaction Tracker feature in Interaction Desktop. Thefollowing licenses, Access Control Rights, and Security Rights are required for Journey Map features.

Note: The Tracker Administrator Security right gives you all of the Tracker Policy rights. Contact your CIC administrator if youneed a Tracker license or additional rights.

Your company must have a Tracker Feature license in order to create and maintain the Tracker database of interactionhistories, contacts, organizations, and locations.You need a Tracker Access license to:

Find a Contact or Find an Organization.Display the Journey Map view.

Note: You also need the Customize Client Security right control to add views to Interaction Connect.

To Play Back a Recorded Interaction, you need a Tracker Access license and a Recorder Client Access license. The CICadministrator must also assign you an Interaction Recorder Policy with the rights to play recordings and retrieve recordings.To add or modify contacts and organizations, you need a Tracker Access license and the appropriate Tracker Policy Securityrights.The Related Interactions Page Security right and Customize Client Security right control whether you can display the RelatedItems View.The View History Users Access Control right determines whose interactions appear in the Related Items view. Additionally, youneed the View Other People’s Private Interactions Security Right to view other users' private interactions in the Interactions tab.The CIC administrator can grant you rights to the interactions belonging to all or selected users.The Tracker Policy Security rights control which Tracker functions are available to Interaction Connect users.

Recording License and RightsTo play back a recorded interaction, you need the Recorder Client Access license. You also need to be assigned an InteractionRecorder Policy with the rights to play recordings and retrieve recordings.

Related TopicsAssociate an Interaction with a ContactPlay Back a Recorded Interaction

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Journey Map View

Requirements: You need a Tracker Access License to display the Journey Map view. You also need the Customize ClientSecurity right in order to add a new view to Interaction Connect. The View History Users Access Control right determineswhose interactions appear in the Related Interactions tab of the Journey Map view. Optionally, you need the View OtherPeople’s Private Interactions Security Right to view other users' private interactions in the Interactions tab.

Note: To display related interactions correctly in the Journey Map view, the CIC administrator must configure data sources in aparticular way in the RWP lookup sequence. The "I3 Tracker Rwp" data source must come before or be used instead of the "ICTracker Contacts" data source. This is controlled by Contact Data Manager Configuration in Interaction Administrator. Formore information, see Add the source to the RWP Lookup Sequence in the Reverse White Pages Technical Reference.

The Journey Map view contains:Related InteractionsRelated Interactions enables you to view a list of interactions associated with the contact for your currently selectedinteraction. Your CIC administrator controls the types of interactions that can appear in this tab. For more information, see Usethe Journey Map View

Recording PlaybackIf you have the appropriate licenses and rights, you can play back the recording of a related interaction. You can play backrecordings of calls, chats, and email interactions. The type of recording depends on the type of interaction. For example, a chatsession recording is a transcript of the chat.

To display the Journey Map view:1. Click the Add View icon (plus sign) next to any tab.2. In the Quick Picks list, click Show All Views.3. In the Add Views dialog box, in the Interactions category, select the Journey Map check box.4. Click Add View.

Related TopicsAdd or Remove View ColumnsChange View LayoutUse the Journey Map View

Use the Journey Map view

Requirements: To display the Journey Map view, you need a Tracker Access License and the Related Interactions PageSecurity right. You also need the Customize Client Security right in order to add a new view to Interaction Connect. The ViewHistory Users Access Control right determines whose interactions appear in the Related Interactions tab of the Journey Mapview. Additionally, you need the View Other People’s Private Interactions Security Right to view other users' privateinteractions in the Interactions tab.

To View Interaction Properties, double click an interaction or select an interaction and click the Properties button.To sort the list of related interactions, click a column heading .To Play Back a Recorded Interaction, select an interaction and click the Play Recording button.

Tips for using the Journey Map view

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1 Activeinteraction

The currently selected interaction is highlighted.

2 JourneyMap button

If Interaction Connect does not automatically associate the current interaction with a contact, you canQuick Add a Contact or Associate an interaction with a Contact from the My Interactions view.

3 JourneyMap view

The Journey Map view enables you to view interactions related to the contact for your currentlyselected interaction.

Tip: For more information about on enabling this view to appear in the CIC client, see Journey Mapview.

4 Menu You can Add a Contact, Find a Contact, Add an Organization, or Find an Organization from this menu.

5 Choosecolumns

Click this control to select the information displayed for each interaction in the Journey Map view. Formore information, see Add or Remove View Columns.

6 First column The type of interaction is indicated by an icon. You can hover over an icon to display the name ofthe type.The Record icon indicates a recording is available for this interaction.

7 Selectedrelatedinteraction

You can View Interaction Properties and Play Back a recording (if one exists) for the currently selectedrelated interaction.

8 List ofrelatedinteractions

This is a list of interactions related to the contact for the currently selected interaction.

9 InteractionProperties

To View Interaction Properties, double-click an interaction or select and interaction and click InteractionProperties.

10 PlayRecording

To Play Back a Recorded Interaction, select an interaction and click Play Recording.

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Contact Resolution

Requirements: The Journey Map feature in Interaction Connect uses the Interaction Tracker database. Contact Resolution isavailable to all users in organizations that maintain an Interaction Tracker database. However, some Journey Map functionsare available only if you have the appropriate licenses and security rights. For more information, see Journey Map Licensingand Rights.

Contact Resolution is a process that matches interactions with contacts listed in Interaction Tracker public and private datasources. Contact Resolution matches an Individual's ID for the current interaction with a contact in the Interaction Trackerdatabase.

After an Interaction Tracker contact is associated with an interaction, Interaction Tracker Server saves a record of the interaction inthe Interaction Tracker database. Contact Resolution helps ensure more accurate data for trend analysis or other research.

If the contact resolution process results in a match, the contact is considered resolved and you don't need to do anything. If anappropriate contact is not found, you can search for another match or add a new contact.

Contact resolution uses the following rules to determine if a contact match is made:If only one match is found, the interaction is resolved.If one private contact match and one public contact match are found, then the private contact match is used and the interactionis resolved.

Note: Interaction Contact list sources are defined as either public or private by the administrator of the InteractionTracker database. Private Interaction Contact list sources are searched only for inbound interactions. For moreinformation, contact your CIC administrator.

If the number of private and public contact matches is greater than one, and the number of private contact matches is notexactly one, then the interaction is considered unresolved. You are prompted to Associate an Interaction with a Contact.

Related TopicsAdd a ContactFind a ContactModify Contact Information

Quick Add a Contact

Requirements: You need the Add Individuals Security right to quick add a contact. Other Journey Map functions are availableonly if you have the appropriate licenses and security rights. For more information, see Journey Map Licensing and Rights.

If the Contact Resolution process does not find the contact that you want, and you are unable to find the appropriate contact usingyour own search criteria, you can create a new contact. For more information about this feature or your right to use it, see your CICadministrator.

When you "quick add" a new contact for the current interaction, you need to specify only the most important contact information.

Note: To add a contact at any time, you can use the menu on the Journey Map view.

To quick add a contact:1. Do one of the following:

Right-click the interaction and select Journey Map > Quick Add Contact.Select the current interaction and click the down arrow on the Journey Map button and select Quick Add Contact.

Result: The Quick Add Contact dialog box appears.

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2. Complete the required information and as much of the optional information as you deem necessary.

Tip: Required information is indicated by an asterisk (*).

3. In the General section, supply basic identity information. See Add a Contact for details.4. In the Organization section, you can associate this contact with an existing organization and location.5. In the Interaction Address section, an address field corresponding to interaction type is pre-filled by information on the selected

interaction.

Note: An interaction address, or iAddress, is a media-specific, electronic address against which interactions take place.The type of address corresponds to the type of interaction: for example, a phone number for a call, an email address for anemail message, or the Social ID associated with a Twitter or Facebook profile for a social media message.

6. In the Contact Address section, you can supply a Business, Home, Shipping, or Billing address for this contact.

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7. Click Save.Result: PureConnect saves the contact information and associates the interaction with this new contact.

Related TopicsAdd a Contact

Associate an Interaction with a Contact

Requirements: Contact Resolution is available to all users in organizations that maintain a Journey Map database. However,some Journey Map functions are available only if you have the appropriate licenses and security rights. For more information,see Journey Map Licensing and Rights.

Contact resolution matches your current interaction to a contact in the database. The contact is matched against all publiccontacts and your private contacts. This automatic process does not attempt to match the contact to private contacts belonging toother users.

You are prompted to associate an interaction with a contact manually only when it cannot be resolved automatically. An unresolvedcontact occurs when contact resolution cannot find a match to the telephone number associated with the current interaction in anyof your private or public Interaction Tracker contact list sources. It can also occur if contact resolution locates more than onecontact with a matching telephone number. For more information, see Contact Resolution.

To associate an interaction with a contact:1. Click the down arrow after the name associated with the interaction.

Result: The Contact Resolution list appears.

2. Do one of the following:

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Select the appropriate contact from the list of matches.Result: CIC associates the selected contact with the interaction.Find a contact and manually associate the interaction with it.

Tip: Right-click the interaction and select Journey Map > Associate with Contact. Orselect the current interaction andclick the down arrow on the Journey Map button, then select Associate with Contact. Search for the appropriatecontact and click Associate in the Find Contact dialog box. For more information, see Find a Contact.

You can also Quick add a contact, then find the contact, and manually associate the interaction with it.

Related TopicsContact ResolutionAdd a ContactFind a ContactQuick Add a Contact

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View Interaction Properties

Requirements: Some Journey Map functions are available only if you have the appropriate licenses and security rights. Formore information, see Journey Map Licensing and Rights.

You can review interaction details stored for any interaction previously associated with a contact.

To view interaction properties, do one of the following:In the Journey map view, double-click a selected interaction.In the Journey Map view, select an interaction and click the Properties button.

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Play Back a Recorded Interaction

Requirements: To play back a recorded interaction, you need the Recorder Client Access license. The CIC administrator mustalso assign you an Interaction Recorder Policy with the rights to play recordings and retrieve recordings. To display theJourney Map view and locate and select the appropriate recording, you need a Tracker Access license and the necessaryrights to display the needed view. For more information, see Journey Map Licensing and Rights.

If you have the appropriate licenses and rights, you can play back a recorded interaction. You can play back recordings of calls,chats, and email interactions. The type of recording depends on the type of interaction. For example, a chat session recording is atranscript of the chat. Recorded interactions appear in the Journey Map view.

To play back a recording:1. Display the Journey Map view.2. Select a related interaction with an associated recording as indicated by the Record icon.

Tip: For more information, see Use the Journey Map view.

3. Click Play Recording.

Calls play back on your default audio device.The Playback controls include buttons for Play/Pause, Stop, Backward, Forward, Mute/Unmute, and Playback Speed.

Contacts

Requirements: You need a Tracker Access license and the Add Individuals Security right to add a Contact. Other Journey Mapfunctions are available only if you have the appropriate licenses and security rights. For more information, see Journey MapLicensing and Rights and your PureConnect administrator.

Note: You can also Quick Add a Contact.

To add a contact:1. From the menu in the Journey Map view, select Add Contact.

Play Back a Call

Add a Contact

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Result: The Add Contact dialog box appears.

2. In the General view, complete the necessary information and then select Organization.

Note: Fields with a red asterisk (*) are required.

First NameMiddle NameLast Name

Enter the contact’s first, middle, and last names in the appropriate text boxes.

Title Use the arrow to select a title from the drop-down list.

Contact Type Use the arrow to select a type from the drop-down list.Examples of contact types include System, IC User, External, Internal, Customer,Partner, Vendor, and Public Relations.

Gender Use the arrow select a gender.

Allow others access to thisContact?

Select Yes or No to control whether others can view or use this Contact information.Selecting No indicates that this contact is private.

Rights: To indicate that a contact is private, you must have created the contactand have the Have Private Contacts Security right or the Tracker AdministratorSecurity right.

3. In the Organization view, complete the necessary information and then select Contact Address.

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Organization Name Type all or part of the organization's name in the search box or scroll to theorganization's name , then select it.

Note: If the Organization does not appear in this list, Save the contact. Add theOrganization, then return here and complete the Contact information.

Location In the Location text box, if an organization has more than one location, type all or partof the location name or scroll to the location name, then select it.

Note: If the appropriate Location for the selected Organization does not appearhere, Save the contact. Modify the Organization information, adding the location,then return here and complete the Contact information.

Department Type the name of the department to which this contact belongs.

Job Title Type the contact’s job title.

Assistant Type the name of this contact's assistant.

4. In the Contact Address view, complete the necessary information and then select Interaction Address.

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Select an address Type and then enter the address information. You can enter a contact address for each type.

Tip: You can type the name of any state or province in the State/Province text box or the name of any country in theCountry text box.

Note: Business, Home, Shipping, and Billing are default Interaction Tracker address types. Your CIC administrator candefine different or additional address types. If you have any questions about address types, see your administrator.

5. In the Interaction Addresses view, complete the necessary information for one or more addresses, then select Attributes.

Repeat these instructions for as many interaction addresses as needed:

Note: An interaction address, or iAddress, is a media-specific, electronic address against which interactions takeplace. The type of address corresponds to the type of interaction: for example, calls or email messages among othersupported interaction types.

a. Click the Add button.b. Click in the Address Type field, then select the appropriate type.

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c. Click in the Sub Type field, then select the appropriate subtype.d. Click in the Value field, then enter the appropriate address (phone number, email address or other) according to the Address

Type you selected.

6. In the Attributes view, double-click the appropriate table cell and supply a Value for the selected Attribute Type.

Note: The Journey Map feature enables you to store attributes for contacts and organizations. These attributes can includesuch information as personal characteristics, historical notes about a particular situation, or other significant details. YourCIC administrator defines these attributes in Interaction Administrator. Contact your CIC administrator if you have anyquestions about these custom attributes.

7. When you finish adding this contact, click Save.Result: This saves the contact's information and closes the dialog box. To add another contact, repeat this procedure.

Related TopicsContact ResolutionFind a Tracker ContactModify Tracker Contact InformationDelete a Tracker ContactResolve a Contact

Requirements: Some Journey Map functions are available only if you have the appropriate licenses and security rights. Formore information, see Journey Map Licensing and Rights.

If the automatic contact resolution process does not find the contact that want to associate with an interaction, you can conduct

Find a Contact

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your own search for a contact if you have a Tracker Access license. You can use a variety of selection criteria to find theappropriate contact. You can also use the menu in the Journey Map view to find a contact at anytime outside of the ContactResolution process.

To find a contact:1. Do one of the following:

If you are in the middle of the contact resolution process, keep the current interaction selected.Right-click the interaction and select Journey Map > Associate with Contact. Or click the down arrow on the Journey Mapbutton, then select Associate with Contact.

If you want to locate and review or edit a contact's information, from the menu in the Journey Map view, select FindContact.

2. In the Find Contact dialog box, enter your search criteria and click Search.

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Note: If you have Tracker Administrator user rights, you have the right to search Private Tracker databases. The Owner IDtext box appears and you can enter the Owner ID for the appropriate database(s). This is optional.

3. In the Find Contact dialog box search results page, do one of the following:

To complete the contact resolution process, select an entry and click Associate.To review or modify contact information, click the last name hyperlink or click anywhere in the row and click Edit.To further refine your search, click Back and enter additional search criteria.

Related TopicsAssociate an Interaction with a ContactModify Contact Information

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Requirements: Some Journey Map functions are available only if you have the appropriate licenses and security rights. Formore information, see Journey Map Licensing and Rights and your PureConnect administrator.

To modify contact information:1. Find a Contact.2. In the Find Contact search results page, click a Contact Name. Or click anywhere in the row and click Edit.

3. Modify any of the Contact's information as necessary.

Tip: See Add a Contact for additional details.

4. Click Save.

Organizations

Requirements: You need the Add Organizations Security right to add a Tracker Organization. Other Interaction Trackerfunctions are available only if you have the appropriate licenses and security rights. For more information, see TrackerLicensing and Rights.

To add an organization:1. From the menu in the Journey Map view menu, select Add Organization.

Modify Contact Information

Add an Organization

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Result: The Add Organization dialog box appears.

Note: Fields with a red asterisk (*) are required.

2. In the General view, complete the necessary information and then select Location.

Organization Name Enter an organization name.

Note: Each organization must have a unique name.

Organization Type Use the arrow to select a type from the drop-down list.Examples of organization types include Customer, Partner, Vendor, andothers.

3. In the Location view,complete the necessary information for as many locations as needed and then select Interaction Address.

Tip: You can search for an existing location for this Organization by clicking the Search icon (magnifying glass) and typingpart of the location name. You can delete a location associated with this Organization, by selecting it and clicking theDelete icon (trash can). If you delete a location while a search is underway (enabled), the location is marked for deletion.The Delete icon changes to a Restore icon, giving you the option of restoring the location.

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Repeat these instructions for as many locations as needed:

a. Click the Add button.b. Click in the Name field, enter a location name.c. Select an appropriate address type from the Address Type drop down list.d. Enter the address information.

Tip: You can type the name of any state or province in the State/Province text box or the name of any country in theCountry text box.

4. In the Interaction Address view, complete the necessary information for one or more addresses, then select Attributes.

Note: An interaction address, or iAddress, is a media-specific, electronic address against which interactions takeplace. The type of address corresponds to the type of interaction: for example, calls or email messages among othersupported interaction types.

Repeat these instructions for as many interaction addresses as needed:a. Click the Add button.b. Click in the Address Type field, then select the appropriate type.

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c. Click in the Sub Type field, then select the appropriate subtype.d. Click in the Value field, then enter the appropriate address (phone number, email address or other) according to the

Address Type you selected.

5. In the Attributes view, double-click the appropriate table cell and supply a Value for the selected Attribute Type.

Note: The Journey Map feature enables you to store attributes for contacts and organizations. These attributes can includesuch information as personal characteristics, historical notes about a particular situation, or other significant details. YourCIC administrator defines these attributes in Interaction Administrator. Contact your CIC administrator if you have anyquestions about these custom attributes.

6. When you finish adding this organization click Save.Result: This saves the organization's information and closes the dialog box. To add another organization, repeat thisprocedure.

Related TopicsFind an OrganizationModify Organization information

Requirements: Some Journey Map functions are available only if you have the appropriate licenses and security rights. Formore information, see Journey Map Licensing and Rights and your PureConnect administrator.

To find an organization:1. From the menu in the Journey Map view menu, select Find Organization.

2. In the Find Organization dialog box, enter your search criteria and click Search.

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3. In the Find Organization dialog box search results page, so one of the following:

To edit an organization's information, click an Organization Name or click anywhere in the row and click Edit.To further refine your search, click Back.To cancel the search, click Cancel.

Related TopicsModify Organization information

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Requirements: Some Journey Map functions are available only if you have the appropriate licenses and security rights. Formore information, see Journey Map Licensing and Rights and your PureConnect administrator.

To modify organization information:1. Find an Organization.2. In the Find Organization search results page, click an Organization Name. Or click anywhere in the row and click Edit.

3. Modify any of the Organization's information as necessary.

Tip: See Add an Organization for additional details.

4. Click Save.

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Miscellaneous topics

Reply to an HTML Email MessageIf the ACD-routed email message you received was formatted using HTML, you have the option of using text formatting tools inyour email reply. You can also embed an image or include a hyperlink in your reply. In every other way, replying to an HTML emailmessage is the same as replying to a plain text email message.

Tip: Different email clients at your customer sites can interpret line endings differently. To avoid this problem, press Shift+Enterto create a new line. Press Shift+Enter twice to create a blank line between two lines of text. This creates line endings that allemail applications can reliably interpret.

The Current Interaction view includes a text formatting toolbar.

1 Font Use the font controls to bold, underline or italicize selected text. You can also select text color, font andsize.

2 Insert Link Use the hyperlink control to create a working hyperlink in your email reply.

3 Upload Image Use the image control to insert a picture in your email reply. You can insert an image from your localdrive or insert a URL pointing to the image's location.

Tip: You can drag and drop an image into an HTML email reply in any browser where you are usingInteraction Connect. You can also cut and paste images from the Windows clipboard in all browsersexcept for Internet Explorer 10 and Safari which do not support this feature.

4 Paragraph Use the paragraph controls to set left, right and center text alignment. You can also create bulleted ornumbered lists.

5 Text Indent Use text indent controls to increase or decrease the space between the selected text and the left margin.

6 Undo and Redo Use the Undo and Redo controls to reverse the last change you made to your reply or to reverse an Undoaction.

You can include a working hyperlink to a webpage in your email reply.

To create a hyperlink in the Current Interaction view:1. Click the Insert Link toolbar button.

Result: The URL dialog box appears.2. In the URL text box, type the URL for a webpage.

Result: The URL text defaults to the Text box.3. Optionally, in the Text box, replace the URL with a word or phrase to appear as the hyperlink text.4. Click Insert Link.

Format Text

Create a Hyperlink

Insert an Image

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To insert an image:1. Place your cursor in the email reply at the point where you want the image to appear.2. Insert an image in-line by doing one of the following:

Click the Upload Image toolbar button. Locate an image on your workstation and click Open.Insert Image URL toolbar button. In the text box, type the URL for the image and click Insert Image.Copy and paste an image from the Windows clipboard.Drag and drop an image file.

Result: The selected image appears in the email reply message.4. Optionally, resize the image by selecting and dragging a corner.

You can drag and drop images, text, and files to your HTML email replies.

Tip: Internet Explorer and Edge security settings can disable the drag and drop feature. Contact your IT administrator forassistance in modifying these settings.

Images and text from Web browsers, Microsoft Word, Microsoft Outlook and Word Pad are incorporated in your reply.

Note: In plain text email replies, text appears as plain text, but image files are not copied.

Image files from Windows Explorer appear inline, while text files become attachments.

Note: In plain text email replies, both image files and text files become attachments.

Drag and Drop

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Working with Monitored Appearances

Requirements: Access Control rights determine which queues you can view and what actions you can perform on theinteractions in these queues. For more information about the required rights, see the description of the Access ControlRights for User Queues. In addition, Client templates can contain configuration settings that determine which monitoredappearances you see and control whether you can alter configuration settings.

You can set up Monitored Appearances to observe the call activity of several personnel at the same time. This feature isparticularly helpful if you manage calls for a number of other users.

For example, receptionists or assistants can use Monitored appearances to continuously observe a manager’s queue, controlinteractions, and perform tasks on the manager’s behalf, such as picking up or transferring calls and creating conferences.

Monitored Appearances ViewMonitored Appearance entries appear on the same view as My Interactions. A monitored appearance has a different backgroundcolor than My Interactions to help you view and facilitate interactions for that monitored user.

You can see the status of monitored users at-a-glance, as well as set distinguishing characteristics to alert when a monitored userperforms particular tasks, such as engaging in a telephone call. These alerts can include visual pop-ups, audible alerts, or both. Formore information, see Configure Monitored Appearances.

Tip: You can transfer an interaction by simply dragging it from a Monitored Appearance and dropping it on My Interactions, ifyou have the Transfer type of the Modify User Queues right for that queue.

Related TopicsActivate and Deactivate Monitored AppearancesConfigure Monitored AppearancesCustomize Monitored Appearance Alerts

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Activate and Deactivate Monitored Appearances

Requirements: For more information about required rights, see Working with Monitored Appearances. Note also that aMonitored Appearance is automatically removed if you lose the rights to view the associated user queue.

Activity is monitored only for appearances listed on the Monitored Appearances view. You can turn monitoring off and on for aselected appearance without having to delete it.

To activate or deactivate a monitored appearance:

Note: You can also activate and deactivate previously configured monitored appearances by clearing or selecting the Activecheck box in the Monitored Appearances node of the Applications Setting dialog box. See Configure Monitored Appearances.

1. If you have at least one monitored appearance displayed, in the Monitored Appearances view, right-click in the right side pane.Expand the Active Appearances option.

2. Do one of the following:To activate a monitored appearance, select the name of a previously configured appearance.

Result: This places a check mark next to the name. Monitoring starts for the selected person’s interactions.

To deactivate a monitored appearance, select a check marked name.

Result: This clears the check mark. Monitoring stops for the selected person’s interactions.

Related TopicsConfigure Monitored AppearancesCustomize Monitored Appearance AlertsDelete a Monitored AppearanceWorking with Monitored Appearances

Configure Monitored Appearances

Requirements: For information about required rights, see Working with Monitored Appearances. Also, you should set upmonitored appearances only for users at your site. You should not configure a monitored appearance for a user configured ona separate site (on another CIC server) or for multi-site users.

Use the Monitored Appearances property details pane to add, remove, and change the order of user queue in the MonitoredAppearances view.

Tip: If you have the appropriate rights, you can also drag and drop a user from the Company Directory to the MonitoredAppearances view to create a monitored appearance.

To add a monitored appearance:1. Do one of the following:

If you have not yet configured a monitored appearance, open the Applications Settings dialog box.If you already have one monitored appearance, in the Monitored Appearances view, right-click in the right side pane andselect Configure Appearances.

2. If not already selected, in the Application Settings dialog box, click the Monitored Appearances node.

3. In the Application Settings dialog box, click Manage Users.

Result: The Manage Users dialog box appears.

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4. Create a list of selected User queues by doing any of the following:

To add a user queue, In the Available list, select a name and click >.To remove a user queue, in the Selected list, select a name and click <.To rearrange the order in which the user queues appear in the Monitored Appearances view, select a name and use the upand down arrows in the Selected list.

5. When the Selected list contains the names of the user queues you want to monitor, click Select Users.

Result: The Application Settings dialog box reappears.6. To change the name that appears on the Monitored Appearances view for a user, double-click its Label cell. Type a unique

name for that monitored appearance. 7. To change whether this monitored appearance appears in the Monitored Appearance view, double-click its Active cell. Select

the Active check box to display the Monitored Appearance, clear the check box to hide the Monitored Appearance.8. To change the behavior of alerts for a Monitored Appearance queue, select a Monitored Appearance from the list and adjust its

settings.

Note: If all the users who are monitoring a user queue and the monitored user are all in a Do Not Disturb status, CICdoesn't alert any station. The call goes directly to voice mail. If any of the monitoring users or the monitored user are inan Available status, only that agent's station rings.

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Ringtelephonefor calls

Select this to ring your telephone when a new interaction arrives on the monitored queue.

Note: The Modify User Queues Access Control Right is required to enable the Ring telephone for calls orthe Ring application alerting options for a monitored appearance.

Ringapplication

Ringwhen onphone

Select Ring application to hear a ringing sound on your computer when a new interaction arrives on themonitored queue.

Tip: If you also check the Ring when on phone check box, incoming calls for the monitored user ring onyour computer even if you are already on the phone. For more information about the ways the CIC clientcan notify you of incoming interactions, see Answer an Incoming Interaction.

Displaydesktopalerts

Display a desktop alert for alerting interactions on this monitored appearance.

Note: Desktop alerts are not supported for all browsers.

Call RingSound

Next to the Call Ring Sound text box, click the controls to select and then preview the distinctive soundplayed when new calls arrive on this monitored user queue.

Note: This setting enables you to select a different sound for each of your monitored queues.

9. After you finish configuring monitored appearances, click Save Settings.

Related TopicsActivate and Deactivate Monitored AppearancesConfigure Monitored AppearancesDelete a Monitored AppearanceWorking with Monitored Appearances

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Customize Monitored Appearance Alerts

Requirements: See Working with Monitored Appearances.

You can control the name displayed for each user queue in the Monitored Appearances view and determine how you are alertedwhen there is new activity on a monitored appearance.1. Do one of the following:

If you have not yet configured a monitored appearance, open the Application Settings dialog box.If you already have one monitored appearance, in the Monitored Appearances view, right-click in the right side pane andselect Configure Appearances.

2. If not already selected, in the Application Settings dialog box, click the Monitored Appearances node.

3. In the Application Settings dialog box, select a Monitored Appearance from the list.4. To change the name that appears on the Monitored Appearances view for a user, double-click its Label cell. Type a unique

name for that monitored appearance.5. To change whether this monitored appearance appears in the Monitored Appearance view, double-click its Active cell. Select

the Active check box to display the Monitored Appearance, clear the check box to hide the Monitored Appearance.6. To change the behavior of alerts for a Monitored Appearance queue, select a Monitored Appearance from the list and adjust its

settings.

Note: If all the users who are monitoring a user queue and the monitored user are all in a Do Not Disturb status, CICdoesn't alert any station. The call goes directly to voice mail. If any of the monitoring users or the monitored user are inan Available status, only that agent's station rings.

Ringtelephonefor calls

Select this to ring your telephone when a new interaction arrives on the monitored queue.

Note: The Modify User Queues Access Control Right is required to enable the Ring telephone for calls orthe Ring application alerting options for a monitored appearance.

Ringapplication

Ringwhen onphone

Select Ring application to hear a ringing sound on your computer when a new interaction arrives on themonitored queue.

Tip: If you also check the Ring when on phone check box, incoming calls for the monitored user ring onyour computer even if you are already on the phone. For more information about the ways the CIC clientcan notify you of incoming interactions, see Answer an Incoming Interaction.

Displaydesktopalerts

Display a desktop alert for alerting interactions on this monitored appearance.

Note: Desktop alerts are not supported for all browsers.

Call RingSound

Next to the Call Ring Sound text box, click the controls to select and then preview the distinctive soundplayed when new calls arrive on this monitored user queue.

Note: This setting enables you to select a different sound for each of your monitored queues.

7. After you finish configuring monitored appearances, click Save Settings.

Related TopicsActivate and Deactivate Monitored AppearancesConfigure Monitored AppearancesDelete a Monitored AppearanceWorking with Monitored Appearances

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Delete a Monitored AppearanceYou can permanently delete a monitored appearance from the Monitored Appearances view.

Note: If you want only to suspend monitoring for a selected user, see Activate and Deactivate Monitored Appearances

To delete a monitored appearance:1. Do one of the following:

If you have not yet configured a monitored appearance, open the Application Settings dialog box.If you already have one monitored appearance, in the Monitored Appearances view, right-click in the right side pane andselect Configure Appearances.

2. In the Application Settings dialog box, click the Monitored Appearances node.

3. In the Monitored Appearances property details pane, select Manage Users.

Result: The Manage Users dialog box appears.

4. In the Manage Users dialog box, in the Selected list, select the user you no longer want to monitor and click< to move thename back to the Available list.

5. Click Submit.

Result: The Monitored appearance for the selected user is deleted.

Related TopicsActivate and Deactivate Monitored AppearancesConfigure Monitored AppearancesCustomize Monitored Appearance AlertsWorking with Monitored Appearances

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Introduction to Queues

Requirements: You need the appropriate Access Control rights to view or work with queues other than your own. To display aqueue view, you need the View Station Queues, View User Queues, or View Workgroup Queues right. To manage interactionson a displayed queue, you need the Modify Station Queues, Modify User Queues, or Modify Workgroup Queues right. Therights to Disconnect, Hold, Mute, Pickup and Transfer interactions can be individually assigned for a selected queue. Toperform monitoring functions in a displayed queue, you need the Monitor Station Queues, Monitor User Queues, or MonitorWorkgroup Queues right. The rights to Coach, Join, Listen, Record, or Snip interactions can be individually assigned for aselected queue.

A queue is collection of interactions related to a user, station or workgroup. The CIC client has the ability to monitor MyInteractions and other station, user or workgroup queues.

You can see additional queues and the interactions in these queues by adding a view for each queue to the CIC client. The CreateNew View dialog box displays a list of all the queues which you are able to add to the CIC client. For more information, see Add orClose Views.

New interactions added to a queue can be automatically selected if there isn't another interaction selected or if the interaction thatis currently selected is disconnected. When you use the Auto Select Interactions After Disconnect configuration option, the clientautomatically searches for and selects the oldest connected interaction in the queue when the currently selected interaction leavesthe queue.

Note: If the tab containing a monitored queue view is not visible (hidden behind another tab), after 30 seconds, the tab"hibernates" by clearing all of its items and remaining inactive until you select it again. When you select a hibernating tab, it"wakes up" and re-populates itself with interactions.

Queue View FeaturesQueue views have these standard features.

1 Queueview icons

The queue view tabs have distinctive icons. The icon badges distinguish My Interactions, Workgroupqueues, User queues, and station queues.

Click the X on a tab to close the view.

Note: This does not delete a view. You can add back closed views.

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2 ConfigureQueueFilter

To filter interactions in a queue view by type, state, and assigned user, click this control.

Note: This applies to workgroup, station, and user queue views. You cannot filter the My Interactionsview. For more information, see Filter a Queue View.

3 Choosecolumns

To select the information displayed for each interaction in the queue view, click this control. For moreinformation, see Add or Remove View Columns.

4 Queuecolumns

The Queue columns organize the information about each interaction in a queue. For more information, seeQueue Contents and Understanding an Interaction’s State.

5 Selectedinteraction

Queue views can contain more than one interaction. The currently selected interaction is highlighted.

You can use toolbar buttons to manage an interaction or you can right-click an interaction and choose anaction from the shortcut menu.

6 Queuelimitwarning

If the number of interactions in a queue exceeds its limit, a warning appears here.

There is a default limit of 50 interactions in queues other than My Interactions. There is also a hard limit of200 interactions in queues other than My Interactions. Your CIC administrator can use server parameters toadjust these limits. If you have an Interaction Supervisor Plug-In: Workgroup license and enable SupervisorFeatures in Interaction Connect, you can change the default limit for a queue view. For more information,see Filter a Queue view.

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7 QueueControlToolbar

The type and state of the currently selected interaction determine which actions are available to you.Available actions are indicated by enabled toolbar buttons. In narrow queue views, click the ellipsis at theend of a toolbar to expose the remaining toolbar buttons. For more information, see Using the QueueControl Toolbar.

Tip: You can add, remove, or rearrange buttons on the CIC client toolbars. For more information, seeCustomizing Queue Control Toolbars.

Related TopicsMonitor Two or More Queues at the Same TimePick Up a Call From a QueueWorkgroup Statistics

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Monitor Two or More Queues at the Same Time

Requirements: You need the appropriate Access Control rights to view or work with queues other than your own. For moreinformation, see Introduction to Queues.

With the CIC client, you can monitor more than one queue at the same time. You can monitor your own queue (My Interactions),and several user queues and station queues at the same time. The CIC client notifies you any time that a call comes into MyInteractions.

By default, there is a limit of 50 interactions in queues other than My Interactions. Your CIC administrator can use serverparameters to adjust this limit. If you have an Interaction Supervisor Plug-In: Workgroup license and enable Supervisor Features inInteraction Connect, you can also change the default limit.

Note: You can also monitor selected user queues by creating Monitored Appearances. For more information, see ConfigureMonitored Appearances.

To monitor additional queues:

1. Click the Add View icon (plus sign) next to any tab.2. Click Show All Views.3. In the Queues category, select the type of queue.4. In the Search views drop-down list, search for and select one or more queues.5. In the Add Views dialog box, click Add views.

Result: After CIC verifies that you have the appropriate Access Control rights, an additional queue view appears for eachqueue you selected.

Related TopicsAccess Control RightsIntroduction to Queues

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Pick Up a Call From a Queue

Requirements: See Pickup. Also, you need the appropriate Access Control rights to view or work with queues other than yourown. For more information, see Introduction to Queues.

You can pick up a call in any displayed queue if you have the rights to modify calls in that queue.

Note: If your status is Available, Forward but you are still using the CIC client and you see an incoming call, you cannot pick upthe call from the client window. You must let the call forward operation complete, and pick up the call from the ringing phonewhere the call was forwarded.

To pick up a call from a queue:

1. Click the queue tab that contains the call you want to pick up.2. Do one of the following:

Right-click a call in the queue and choose Pickup from the shortcut menu.Select the call, then click the Pickup button.

3. At the Confirmation Needed prompt, click Pickup.

Note: When you work with queues other than My Interactions, CIC prompts you to confirm your action.

Result: You are now connected to the call.

Related TopicsIntroduction to QueuesMonitor two or more queues at the same timePick Up a Call from Voice MailPickup Button

Filter a Queue ViewYou can filter interactions in a workgroup, station, and user queue views by type, state, and assigned user. To filter the MyInteractions view, see Filter by Work Item Category.

There is a default limit of 50 interactions in queues other than My Interactions. To change this default limit, your CIC administratorcan use the InteractionConnectDefaultQueueLimit server parameter. If you enable Supervisor features, you can alsochange this default limit.

There is also a hard limit of 200 interactions in queues other than My Interactions. If theInteractionConnectDefaultQueueLimit server parameter or a user-specified value is higher than this hard limit, CIC usesthe hard limit. To override this hard limit, the CIC administrator use the InteractionConnectMaxQueueLimit server parameter.

To filter a queue view:1. Click the Configure Queue Filter control in the upper right corner of the queue view.2. To set options for Interaction Type, State, and User, select check boxes or use the Select All or Deselect All controls.

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Note: If you have an Interaction Supervisor Plug-In: Workgroup license and enable Supervisor Features in InteractionConnect, you can configure additional queue filter parameters.

3. Set Limit to the maximum number of interactions displayed in this queue view.

4. Set Limit Order

Note: Limit Order is not the same as sorting the queue view by a selected column. Limit Order controls the order inwhich the interactions are retrieved from the CIC server.

5. To apply the filters and close the Queue Filter dialog, click anywhere outside the dialog

Note: When you apply a filter to a queue view, the Configure Queue Filter control changes color to orange.

Remove Disconnected Interactions from a Queue

Requirements: You need the appropriate Access Control rights to view or work with queues other than your own. For moreinformation, see Introduction to Queues.

You can remove a disconnected call or other disconnected interaction from a queue. Calls removed from My Interactions areimmediately available in Call History.

To remove a disconnected interaction from a queue:In My Interactions or other queue, right-click the interaction and choose Remove from Queue from the menu that appears.

Related TopicsIntroduction to Queues

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Queue Contents

Requirements: The View Queue Columns Access Control right determines which queue columns you can display in MyInteractions or other queue view.

My Interactions and other station, user, or workgroup queues can display the following information about each interaction.

Tip: For more information about customizing a queue view, see Add or Remove View Columns.

Column Description

AccountCode

An account code is an identifying set of numbers assigned to an account name in Interaction Administrator. Inthe CIC client, you can use account codes to organize interactions by customer. For more information, seeUnderstanding Account Codes.

ACD WaitReason

This column displays the reason an interaction has not yet been routed to a specific agent. Possible reasonsinclude "No available agents" or "No available agents for this media type" among others.

AssociatedProcess

This column displays the name of the process with which this interaction is associated. The ability toassociate an interaction with a process is an Interaction Desktop feature.

Attachments The Attachments column displays an icon if an email interaction has an attachment. It is blank if noattachments are present. This information is also available in the Details column, but the Attachments columnenables you to sort by the presence or absence of an attachment.

ChatResponseTime

This column shows the time that has elapsed since anybody involved in the chat entered some text. For moreinformation, see Working with Chat Sessions.

Details This column displays context-specific information based on the interaction type.For calls, it displays the Remote Address (phone number) that you dialed or the phone number of the party onan incoming call.For callbacks, it displays the subject entered by the website visitor requesting the callback. For moreinformation, see Working with Callback Requests.For email messages, it displays the email subject as well as an importance icon and an attachments icon, ifneeded. For more information, see Working with E-mail Messages.For chats, it displays the name of the user who last typed, and the text they entered. It also displays a typingindicator (icon) to indicate that someone participating in the chat is currently typing. For more information, seeWorking with Chat Sessions.

Duration Duration displays the amount of time an interaction has been active.

Importance The Importance column displays an icon indicating whether an email message is of high or low importance. Itis blank for "normal" importance. This information is also available in the Details column, but the Importancecolumn enables you to sort email interactions by level of importance.

InteractionId

The interaction’s identification number. Numbers are assigned sequentially and reset to zero any time theserver is restarted.

InteractionType

This is a code that corresponds to the interaction type. For example, 0 is a call and 1 is a chat. See thePureConnect Data Dictionary in the PureConnect Documentation Library for more details.

Line The line queue on which the interaction is located.

Lstns If someone is listening to or monitoring your interaction, the listen icon appears in the Lstns column in yourqueue view. For more information, see Determine if Someone is Listening to or Recording Your Interactions.

Note: You need the Monitor Columns Security right and the appropriate View Queue Columns AccessControl right to display the Lstns and Recs columns in a queue view.

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Name The name of the person or organization with whom a CIC client user is interacting.

For more information about how Interaction Center identifies a caller, see Caller Name.

Note: Voice Mail appears in the Name column for voice mail messages played back through yourTelephone Handset.

Number The telephone number of the person with whom a CIC client user is speaking. A SIP URI (SIP phone number inthe format sip:x@y:port) appears in the Number column for SIP calls.

Note: Your CIC administrator can configure the server parameter BlockedTN to display a phrase such as“Private Number” for any incoming call with a blocked number.

Queue The Queue column contains an icon indicating the interaction type and its state.

If this is an ACD-routed interaction, the name of the ACD workgroup queue to which the interaction was routedalso appears here.

Recs If someone is making a recording of your interaction, a record icon appears in the Recs column in your queueview. Record icons appear for both ad-hoc and snippet recordings. For more information, see Determine ifSomeone is Listening to or Recording Your Interactions and Recording Types.

Note: You need the Monitor Columns Security right and the appropriate View Queue Columns AccessControl right to display the Lstns and Recs columns in a queue view.

Security The Security column displays the current security level of the call. If a call is not secure, it displays "0." If a callis secure, it displays "100."

State The current condition of an interaction. For more information, see Understanding a Call’s State.

Station The station queue on which the interaction is located.

Subject This column displays an email message subject or the subject entered by a website visitor requesting acallback. This information is also available in the Details column, but the Subject column enables you to grouprelated email messages by sorting by subject.

Time inStatus

This column displays how long the agent has been in their current status.

Time inWorkgroupQueue

This column displays the time that an interaction has spent in this workgroup queue.

User The user queue on which the interaction is located.

Work ItemCategory

Each work item can be associated with a category. The names of the categories of your current work itemsappear in the Category column of My Interactions.

Note: When My Interactions contains Work Items, you can filter the view and display only Work Items fromselected categories.

Work ItemCreated On

A Work Item Process creates Work Items as needed. Work Items are routed to agents to gather information orprompt the agent to take some action. This column displays the date the associated Work Item Processcreated this particular Work Item. For more information, see Working with Interaction Process Automation.

Work ItemDescription

A description of the Work Item.

Work Item DueDate

The date by which this Work Item must be completed.

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Work ItemError

This column displays a description of an error. An error is a condition severe enough to prevent you or anotheragent from handling this work item. An administrator who is using Interaction Supervisor or Process Monitoror who is viewing your queue can also see this error. An administrator with the appropriate rights may be ableto fix the problem and retry the process using Process Monitor.

For more information, see Working with Interaction Process Automation.

WrapupCode

Wrap-Up codes indicate the nature of an interaction; for example, a billing problem, a new order, or a servicerequest. For more information, see Understanding Wrap-Up Codes.

Related TopicsCaller NameUnderstanding a Call’s State

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Working with Response Management

Requirements: To create and manage personal responses or to search for and use personal and system-wide responses, youneed the Response Management Security right. To use all or selected libraries of the system-wide responses, you need theappropriate Response Management View Access Control Right. To use an interaction attribute in a Response Macro, youneed the Substitute Queue Columns Access Control Right.

In systems that were upgraded from previous releases, you can also see an older system-wide response library named"Interactions" in the CIC client. Using responses from this older library requires specific Access Control Rights; see ViewInteraction Files, View Interaction Messages, and View Interaction URLs.

Response Management enables you to use pre-defined items such as messages and stored files to handle interactions morequickly. Your CIC administrator can create system-wide response items and organize them into categories. Your CIC administratorcan then grant the necessary rights for all or selected users to use a particular library of response items. You can also create yourown personal responses for information you type over and over again in interactions with customers or for files you often send tocustomers.

You can:View, select, and use a stored response during a chat session, in a reply to an ACD-routed email message, or when respondingto a callback request. For more information, see Using Response Management.Create your own stored responses for the information that you need most often. For more information, see Create PersonalResponses

Response OrganizationThe organization of responses has three levels:

Library: A library (also called a server document) is the top-level collection of related response items. A library containsindividual response items (such as a standard greeting or statement of your typical business hours) which can be organizedinto categories. There are two types of response libraries:System-wide: The CIC administrator can create response libraries that are available to CIC client users with the appropriateResponse Management View Access Control Right. For example, your CIC administrator could create a system-wide responselibrary for your company's Help Desk representatives and a general-purpose response library for all users. If you have theappropriate rights, these libraries appear in the Response Management View.

Note: Your CIC administrator configures these system-wide response libraries in the Response Managementcontainer in Interaction Administrator. For more information, see the Interaction Administrator Help.

Personal: You can also create a library of your own responses for the information that you use most often in your job.These responses appear under the My Responses folder in the My Responses window. For more information, see CreatePersonal Responses.

Category: A category is a folder in a response library. Categories are a way to organize individual response items in a library.Categories are optional.Item: An item is a single response. There are these types of response items:

Messages: Message items are stored text messages which can contain greetings, closings, and standard responses tocommon questions.

Note: A stored text message can contain a working URL hyperlink.

Files: File items are computer files that you can attach to an email message or send to external chat participants.URLs: URL items are clickable hyperlinks to web pages.

Related TopicsCreate Personal ResponsesOrganize Personal ResponsesResponse Management ViewUsing Response Management

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Using Response Management

Requirements: See Working with Response Management.

You use stored responses to avoid typing the same information repeatedly. You can insert a response from a system-wide orpersonal library of response items into certain types of interactions or view the information in a response item during otherinteractions.

For more information about using Response Management in particular situations, see:Use Response Management During a Chat SessionUse Response Management for an Incoming InteractionUse Response Management in a Text MessageUse Response Management in an Email MessageUse Response Management in a Social Media interaction

Related TopicsCreate Personal ResponsesOrganize Personal ResponsesSearch for a ResponseWorking with Response Management

Create Personal Responses

Requirements: See Working with Response Management.

You can create personal response items that contain information you often need when handling interactions. These personalresponses appear in the My Responses folder in the Response Management view. You can arrange personal responses in folders(categories). For more information, see Organize Personal Responses.

Note: You can create and edit only your personal responses. Personal responses are private and are not available to other CICclient users. You cannot add to or change the company-wide response items. Company-wide response libraries are indicated bya globe icon.

You can create three kinds of personal responses:MessageFileURL

Use messages to save standard text responses that you often use when interacting with customers. For example, you can save amessage that contains your typical office hours, phone number, and email address. You can then use this response in a Chat orEmail message and never have to type this information again.

Note: A stored message can contain a working URL hyperlink.

To create a message response item:1. Do one of the following:

If the Response Management Editor is not already open, in the Response Management view, click the Configure MyResponses tool.

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And then in the Response Management Editor, click the Expand Category arrow for My Responses. If needed, click ExpandCategory arrows to navigate to the appropriate subcategory.

If the Response Management Editor is already open, and if needed, click Expand Category arrows to navigate to theappropriate subcategory.

2. When you reach the appropriate category, click the Add button.3. From the Type popup menu, select New Text Response.4. In the Name text box, type a name for this stored message.

Note: Response Management provides a full-text search tool that uses the information in Name, Shortcut, and Labelsalong with the response item’s content to find a response. See also Search for a Response.

Tip: Name identifies the response item, but does not have to be unique. If you do not provide a name, it defaults to"New Text."

5. In the Shortcut text box, type a short name, abbreviation, or code.

Tip: The shortcut does not have to be unique. For example, you could use the shortcut "Hi" for all the variations of yourstandard greeting. For more information, see Use a Response Shortcut.

Note: Do not use any of these restricted characters in your shortcut: ~ ! ? * ^ \ . These special characters prevent theshortcut from working.

6. In the Labels text box, type a space-separated list of words that identify or classify this response item.

Note: As you type labels, a dropdown list appears that lists the labels you have already used. You can select a labelfrom this list.

7. In the composition area, type the text of the message.

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Tip: Different email clients at your customer sites can interpret line endings differently. To avoid this problem, pressShift+Enter to create a new line. Press Shift+Enter twice to create a blank line between two lines of text. This createsline endings that all email applications can reliably interpret.

8. Optionally, do any of the following in the My Responses Editor:

Note: There are some limits to the use of stored responses in chats. Chat interactions are conducted in plain text.Stored responses that contain formatted text are converted to plain text when used in a chat. Hyperlinks and images ina stored response are not sent as part of a chat reply. However, you can use responses containing macros in a chat.

Format the text: Use any of the text formatting tools.Insert Link: Create a clickable link to a URL by clicking the Insert Link tool. Supply the necessary URL address and the textfor the link. If you selected some text in the stored response before clicking Insert Link, it appears as the clickable text.Insert Image URL: Supply a URL ending in the image file name. This URL must be accessible to your browser. Supply thetext for the link and click Insert Link.

Tip: You can also copy and paste the image from your browser to the stored response.

Add a Response Macro: Response macros automatically insert a system value like today’s date, an interaction attributesuch as the customer’s name, or another response item into your email message or chat. Click the Select Macro to Inserttoolbar button to insert a macro in a personal message. See Create Response Macros for more details.

9. Click Save.

Result: The new response item appears in the selected folder in the My Responses Window.

Tip: Interaction Connect saves new items and changes to existing items only after you press Save. You can createmultiple new items or make multiple changes before you press Save.

Personal files are files that you upload from your workstation.

To create a file response item:1. Do one of the following:

If the Response Management Editor is not already open, in the Response Management view, click the Configure MyResponses tool.

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And then in the Response Management Editor, click the Expand Category arrow for My Responses. If needed, click ExpandCategory arrows to navigate to the appropriate subcategory.

If the Response Management Editor is already open, and if needed, click Expand Category arrows to navigate to theappropriate subcategory.

2. When you reach the appropriate category, click the Add button.3. From the Type popup menu, select New File Response.4. In the Name text box, type a name for this stored response.

Note: Response Management provides a full-text search tool that uses the information in Name, Shortcut, and Labelsalong with the response item’s content to find a response. See also Search for a Response.

Tip: Name identifies the response item, but does not have to be unique. If you do not provide a name, it defaults to"New Text."

5. In the Shortcut text box, type a short name, abbreviation, or code.

Tip: The shortcut does not have to be unique. For example, you could use the shortcut "Hi" for all the variations of yourstandard greeting. For more information, see Use a Response Shortcut.

Note: Do not use any of these restricted characters in your shortcut: ~ ! ? * ^ \ . These special characters prevent theshortcut from working.

6. In the Labels text box, select one of your previously-used labels from the drop-down list or type a space-separated list of wordsthat identify or classify this response item.

7. In the composition area, do one of the following:

Drag and drop a file from Windows Explorer to the composition area.Click Choose a file, navigate to the file and click Open.

Note: There is a limit of one file per stored response.

8. Click Save.

URLs are clickable hyperlinks to web pages.

To create a URL item:1. Do one of the following:

If the Response Management Editor is not already open, in the Response Management view, click the Configure MyResponses tool.

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And then in the Response Management Editor, click the Expand Category arrow for My Responses. If needed, click ExpandCategory arrows to navigate to the appropriate subcategory.

If the Response Management Editor is already open, and if needed, click Expand Category arrows to navigate to theappropriate subcategory.

2. When you reach the appropriate category, click the Add button.3. From the Type popup menu, select New URL Response.4. In the Name text box, type a name for this stored response.

Note: Response Management provides a full-text search tool that uses the information in Name, Shortcut, and Labelsalong with the response item’s content to find a response. See also Search for a Response.

Tip: Name identifies the response item, but does not have to be unique. If you do not provide a name, it defaults to"New Text."

5. In the Shortcut text box, type a short name, abbreviation, or code.

Tip: The shortcut does not have to be unique. For example, you could use the shortcut "Hi" for all the variations of yourstandard greeting. For more information, see Use a Response Shortcut.

Note: Do not use any of these restricted characters in your shortcut: ~ ! ? * ^ \ . These special characters prevent theshortcut from working.

6. In the Labels text box, select one of your previously-used labels from the drop-down list or type a space-separated list of wordsthat identify or classify this response item.

7. In the URL text box, type or copy and paste the URL.8. To test that the URL is correct, click Open URL.9. Optionally, in the Text box, type the name for a clickable link.

10. Click Save.

Related Topics363

Create Response MacrosOrganize Personal ResponsesUsing Response ManagementWorking with Response Management

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Create Response Macros

Requirements: See Working with Response Management.

You can insert placeholder fields in a response item that are replaced when the response is used. Placeholder fields can bereplaced with a constant, interaction attribute or another stored response.

Macros take this form [field:data]. Field identifies the response macro type. Data is optional. There are three types of macros:constant, attribute, and response.

System macros do not depend on the dynamic context of the interaction into which you are inserting it. Here are the currentlysupported system macros.

Field Value

User Name The display name of the logged on user, most likely your display name.

Current Date The short form of the current date based on the language used in your country or region.

Current Time The short form of the current time based on the language used in your country or region.

Example

Macro: My name is [UserName]. Today is [Date], how can I help you?

Result: My name is Mary Jones. Today is 9/15/2015, how can I help you?

Attribute macros substitute a value of an attribute based on your current interaction. In the response item, Attribute macros musthave a field name of Attribute; data is the attribute name.

Note: To use an interaction attribute in a Response Macro, you need the Substitute Queue Columns Access Control right for theinteraction. If you do not have the appropriate right, the value does not replace the attribute.

Example

Macro: Hello, [Attribute:Eic_RemoteName]. How can I help you?

Result: Hello, John Smith. How can I help you?

Response macros insert another response item into your response. If the inserted response contains macros, the insertedresponse contains the appropriate values. Response macros have a field name of Response. The data is the Shortcut name for thespecified response item.

Note: Response substitution is not supported if you drag and drop the response item to an interaction. Also, if there is morethan one response item with the same Shortcut name, the first one located is used; you do not get to select one.

Example

Shortcut for the inserted response item: signoff

Inserted response item: Again, my name is [UserName]. Thanks for chatting!

Macro: Glad to help. [Response:signoff]

Result: Glad to help. Again, my name is Mary Jones. Thanks for chatting!

Related TopicsCreate Personal Responses

System

Attribute

Response

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Response Management ViewYou can use the Response Management view to search for stored responses during any interaction. You can insert these responsesin a chat response, email reply, or interaction notes. You can relay the information verbally during a call.

You can add the Response Management view to the CIC client. You can use the view anytime you have an active and selectedinteraction. For more information, see Using Response Management.

To display the Response Management view:1. Click the Add View icon (plus sign) next to any tab.2. Click Show All Views.3. In the Add Views dialog box, in the Interactions column, select Response Management.4. Click the Add View button.

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1 Search To locate a response, use the full-text Search for a response box. For more information, seeSearch for a Response.

Note: This full-text search tool uses the information in Name, Shortcut, and Labels along withthe response item’s content to find a response.

2 ConfigureMyResponses

Click this tool to open the Response Management Editor. You can create, edit and delete yourpersonal responses.

3 NavigationPane

To locate a particular response, click anywhere in this hierarchical view, expanding categories asneeded. Both your personal and system-wide response items and categories appear in this treeview.

4 MyResponses

This folder contains your collection of personal responses. It can be organized into categories.

Note: You cannot create personal responses in the current release of Interaction Connect.However, you can create personal responses in another CIC client, such as InteractionDesktop, and use these responses in Interaction Connect. For more information aboutcreating personal responses, see the help in whichever alternative CIC client you use tocreate personal responses.

5 System-wideResponses

Your CIC administrator can create libraries of standard responses that all or selected CIC clientusers can use.

Requirement: You need the appropriate Response Management View Access Control Rightto use any of the system-wide response items.

6 Category Categories are folders or collections of response items. An arrow indicates a category name.

7 Selecteditem

The selected response item is highlighted.

8 Name This is the name of the selected response item. This name does not have to be unique. It candefault to the first few characters of a message or a file’s directory path.

9 Shortcut You can type the shortcut and press Ctrl+Space to insert the response item in a chat or emailreply.

10 Labels Labels provide more search terms.

11 PreviewPane

The preview pane displays an HTML preview of a selected item's text or the directory path and filename of a selected file.

12 Edit Click the Edit control to open the item in the Response Management Editor and make anynecessary changes.

13 Insert Click Insert to use selected item in an active and selected chat or email.

Related TopicsChange View LayoutSearch for a ResponseUsing Response Management

Response Management Editor

Requirements: See Working with Response Management.

To create and edit response items, use the Response Management Editor. It is a full-featured HTML editor with text formattingtools for messages. You can insert Response Macros, create hyperlinks, and add images.

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To access the Response Management Editor:In the Response Management view, click the Configure My Responses tool.

In the Response Management view, navigate to an existing item in the My Responses folder and click the Edit button.

The Response Management Editor contains navigation and text editing controls. For more information about creating or editingpersonal responses, see Create Personal Responses.

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1 NavigationAids

To locate a response or view the items in a category, use navigation bar, the arrows or the Searchcontrol.

2 Responseitems

This area displays the names of the response items in the current category. Icons indicate the type ofresponse item. These are the same icons that appear when you add a new response item.

3 Selected item The currently selected item is highlighted.

4 State Interaction Connect updates response items only after you press Save.A blue circle indicates that Interaction Connect has not yet saved a new item or changes to an item.Striked through text and a red X indicate that Interaction Connect has not yet deleted an item youselected for deletion.

5 Name Name identifies the response item, but does not have to be unique. If you do not provide a name, itdefaults to the first few characters of a message or a file’s directory path.

Note: Response Management provides a full-text search tool that uses the information in Name,Shortcut, and Labels along with the response item’s content to find a response.

6 Shortcut To make it easier to insert this response in a chat or email reply, assign a shortcut. For moreinformation, see Use a Response Shortcut.

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7 Labels Labels provide additional search terms

8 Revert Revert removes all the changes you have made to the currently selected response item.

9 Font You can select a font or use the Default font setting.

Note: When you use a stored response, text with the Default font setting adopts the font and fontcharacteristics (size, color, and so on) of the text immediately preceding it in your emailmessage. However, when you insert a response containing text with a selected font and otherfont characteristics, then the text appears as originally formatted.

10 Fontcharacteristics

The editor includes a full range of text formatting tools. Tooltips identify each of the tools.

11 Insert Link Insert a link to a URL. You can also turn a selected word or phrase into a clickable hyperlink.

12 Insert ImageURL

Add a link to the URL for an image. The person receiving this response can click the link to view theimage.

Tip: You can also copy and paste an image selected in your browser to a stored response.

13 Paragraphcontrols

These tools include alignment, list, and indenting options.

14 Undo and Redo Undo and Redo apply only to changes in the editing pane. You can undo your last typing action, oneword at a time. Or remove an inserted Link or Image URL.

15 Select Macroto Insert

Insert placeholder fields that are replaced when the response is used. Select a system value,interaction attribute or another stored response. For more information, see Create Response Macros.

16 Editing pane Type, format, and edit your message here.

Tip: Different email clients at your customer sites can interpret line endings differently. To avoidthis problem, press Shift+Enter to create a new line. Press Shift+Enter twice to create a blank linebetween two lines of text. This creates line endings that all email applications can reliablyinterpret.

17 Add andDelete

Navigate to the appropriate category and select Add to add a new response item.Select an item and click Delete to mark the item for deletion.

18 Cancel andSave

Interaction Connect saves new response items and changes to items only after you press Save. Thesame applies to items you mark for deletion. Interaction Connect deletes the item only after youselect Save.

19 Splitter To change the width of the Editing pane, point to the vertical splitter and drag the edge to the left orright.

Note: The text formatting toolbar wraps if the editing pane is too narrow. Click the three-dot iconat the end of the toolbar to display the rest of the tools.

Related ItemsCreate Personal ResponsesCreate Response MacrosResponse Management ViewUsing Response Management

Organize Personal Responses

Requirements: See Working with Response Management.

You can make your personal responses easier to locate by storing them in folders. You can nest these folders inside each other towhatever level suits your purpose.

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To create a personal folder:1. In the Response Management view, click the Configure My Responses tool.

2. In the Response Management Editor, click the Expand Category arrow for My Responses.

3. Navigate to the level in My Responses where you want to create the category by clicking Expand Category arrows as needed.4. When you reach the appropriate level, click the Add button.5. From the Type popup menu, select New Category.

Result: A new folder appears at the level you selected in the navigation pane.6. Type a name for the category in the New Category text box.

You can perform any of the following actions when working with your personal folders in the Response Management window.Rename a folder by selecting the folder in the navigation pane and then typing over the name in the Response ManagementEditor Name text box.

Delete a folder along with any personal responses it contains by selecting the folder, clicking Delete and then clicking Save.

Note: In a similar fashion, you can also delete a selected response by selecting the response item, clicking Delete andthen clicking Save. Interaction Connect deletes folders or items only after you select Save.

View the contents of a personal response by clicking the response item. Check the contents in the editing pane of theResponse Management Editor.

Related TopicsCreate Personal ResponsesResponse Management EditorUsing Response ManagementWorking with Response Management

Working with Response Folders

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Search for a Response

Requirements: See Working with Response Management.

You can locate and use any personal response item or any system-wide response item to which you have rights in an interaction.You can use a response item directly by inserting it into some types of interactions. Or, you can use it indirectly by reviewing theinformation in a response item as an aid to resolving a customer problem or question.

You can use full-text searching to locate a needed response item. Full-text searching looks for matching text in the Name, Label,Shortcut, and text content of a response item. Full-text searching is available in the Response Management view.

Type all or the first part of the word or words that identify the response item. For example, typing "foo" locates response itemsassociated with or containing "food," "foot," or "football." All searches are case insensitive.

To search for a response item:1. In the Response Management view, in the Search for a response text box, type all or the first part of the word or words that

identify the response item and then press Enter.

Result: Matching response items appear.2. Preview the response by selecting a response item from the search results.

Related TopicsUsing Response Management

Full-Text Search

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Use a Response Shortcut

Requirements: See Working with Response Management.

You can use a response shortcut to insert a stored response in the Current Interaction view when you are participating in a ChatSession or composing an Email Reply. Both system-wide and personal responses can have shortcuts.

To use a shortcut:1. Type all or part of the shortcut and press Ctrl+Space.

Tip: To use Response Management shortcuts with certain alternate languages in Windows, such as Chinese SimplifiedPRC, press Ctrl+Alt+Space. For some alternate languages, Ctrl+Space changes the language setting. Also, if you use alanguage IME (Input Method Editor), wait until the text you typed has finished converting to the selected IME languagebefore pressing Ctrl+Space for a Response Management shortcut.

Result: If there is only one matching response item, it is automatically inserted in the composition area of the CurrentInteraction view.

2. If there are multiple matching response items, do one of the following:Select the appropriate response from the drop-down list that appears automatically.Continue typing to narrow the search further and then select the appropriate response.Press Esc to close the selection drop-down list.

Related TopicsChats and the Current Interaction viewEmail and the Current Interaction ViewUsing Response Management

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Screen Pops

Site-Specific Screen PopsScreen pops can launch site-specific applications for incoming ACD interactions. Enhanced screen pop capability directs the CICclient to automatically launch, or pop, specific applications when agents and other users receive interactions within their ACDqueue.

For example, let’s assume your CIC administrator wants Internet Explorer to automatically launch one of your company’s web pageswhen you receive an interaction in your ACD queue. If your administrator has configured the proper settings, including assigning thewebsite popup to various states of the interaction, such as ‘alerting’ in Interaction Administrator, then the appropriate webpageopens when the defined interaction enters your queue. This feature can also be used to enable your CIC administrator to launchvarious support features such as CRM tickets, your company’s knowledgebase, order forms, quotation requests, and more, when anACD call arrives.

You cannot perform typical actions, such as picking up, placing on hold, transferring, and so on, for site-specific screen pops.

Note: Screen pop functions are defined in as alerting actions in Interaction Administrator. This feature may or may not beavailable to you, depending on the rights assigned to you by your system administrator. If you have any questions about usingthis screen pop feature, see your administrator. Also, you must configure your browser to allow popups from the appropriatesite.

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Managing Social MediaPureConnect administrators can configure your corporate Facebook page to create a social media conversation anytime a visitorposts a comment. Official company posts become Facebook conversations when anyone posts a comment. Mentions on Twitterbecome new conversations when Genesys Social Cloud finds keyword matches. WhatsApp messages are processed in GenesysCloud (formerly PureCloud). These conversations become ACD-routed interactions. CIC routes these social media interactions justlike other ACD interaction types.

Therefore,

As an agent, you receive these social media interactions in My Interactions or other workgroup queue view. You use the CurrentInteraction view to reply to these social media interactions.

Requirements for agents: To manage Facebook and Twitter interactions, agents need the ACD Social Media useraccesslicense and must also belong to a workgroup selected when configuring a Facebook channel or Twitter Channel. Theworkgroup must also have an ACD queue. To manage WhatsApp direct messages, agents require an ACD WhatsApp useraccess license.

Requirements for administrators: Administrators need the Social Media Administrator Access right.

Requirements for the IC server:To enable the Social Media feature for Facebook and Twitter, the IC server needs the SocialMedia feature license. To enable the Social Media feature for WhatsApp, the IC server needs the WhatsApp Social Mediafeature license.

Requirements for Genesys Cloud: Because WhatsApp messages are processed in Genesys Cloud your company needs tohave a Genesys Cloud organization and be able to authenticate with Genesys Cloud. For more information, see the GenesysCloud for PureConnect Administrator's Guide.

For more information and additional requirements, see Configure Social Media and the PureConnect Social Media TechnicalReference in the PureConnect Documentation Library.

Note: Social Media interactions are available only in Interaction Connect. Social Media interactions do not appear in InteractionDesktop. PureConnect does not support secure input in Social Media Conversations or Direct Messages. Do not include creditcard numbers or other sensitive information in your replies and discourage your customers from doing so.

For more information, see:Configure Social MediaFacebook conversationsTwitter conversationsManage a Social Media conversationUse Response Management in a Social Media interactionSocial Media Images

Facebook conversationsAn initial post, comments, and replies form a Facebook conversation. You follow the conversation and post replies in the CurrentInteraction view. This view recreates the comment threading you see in the Facebook interface. You can comment or reply at anylevel supported by Facebook.

A Facebook conversation continues until you disconnect the interaction. If someone replies or comments in the sameconversation thread after you disconnect the original interaction, PureConnect creates a new interaction.

Note: You cannot start a Facebook conversation from Interaction Connect. You participate in Facebook conversations bymaking comments and replying.

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1 The line next to the Facebook interaction icon indicates the interaction state. For example, green is connected, orange is held,red is disconnected, and light blue is alerting.

2 To pick up, place on hold, transfer, record, or disconnect a Facebook interaction, use the Queue Control toolbar buttons.

The Pickup button also appears in the Current Interaction view for alerting and held interactions.

Note: You cannot transfer, forward, or listen to a Social Media interaction.

3 The selected interaction appears in the Current Interaction view as a Social Media conversation.

4 The name of the initial poster on the Facebook page.

5 The topmost post is the initial (root) post in this conversation thread.

Note: The root post always has a blue background.

6 To type a reply to a selected comment, click the Reply icon.

7 To reveal or hide part of a conversation thread, click the check box. This marks this part of the conversation as "read." Itcollapses this part of the conversation and hides it. You can reveal this again by clearing the check box.

Note: If you refresh and reload the browser page, posts marked as "read" disappear.

8 Comments made here apply to the initial post.

9 To post a comment on the initial post, click this button.

Related InteractionsTwitter conversationsSocial Media Images

Facebook Direct Messages

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Your customers and other third parties can send direct messages from your company's Facebook page. PureConnect routes thesedirect messages as interactions to a designated Facebook Direct Message Workgroup.

You respond to a direct message interaction in the Current Interaction view. This view creates a similar experience to a Chatinteraction. The interaction continues until you disconnect the interaction. If someone replies or comments in the same directmessaging thread after you disconnect the original interaction, PureConnect creates a new interaction.

Note: You cannot initiate a direct message exchange from Interaction Connect. You can only reply.

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1 The line next to the Facebook direct message interaction icon indicates the interaction state. For example, green isconnected, orange is held, red is disconnected, and light blue is alerting.

2 To pick up, place on hold, transfer, record, or disconnect a Facebook interaction, use the Queue Control toolbar buttons.

The Pickup button also appears in the Current Interaction view for alerting and held interactions.

Note: You cannot forward or listen to a Social Media interaction.

3 The selected interaction appears in the Current Interaction view as a Social Media direct message exchange.

4 The name of the customer or other third party who initiated the direct message exchange appears here.

The interaction type icon identifies this as an exchange of Facebook Direct Messages.

5 Direct messages from the customer or other third party have a blue background.

6 Your replies have a white background.

7 A progress spinner appears while PureConnect is sending your messages. It disappears when the message has been sent. Ifthe message is not sent within a time out limit, you have the option to retry the message.

If PureConnect detects a duplicate message or other error, you can resend the message or delete it.

8 Type your direct message here. Or you can use a stored response. See Use Response Management in a Social Mediaconversation.

9 To send your message, click this button.

Related TopicsFacebook ConversationsManaging Social MediaSocial Media ImagesTwitter Direct Messages

Twitter conversationsAn initial Tweet and replies form a Twitter conversation. The management of a Twitter conversation is very similar to that of aFacebook conversation. You follow the conversation and post replies where needed in the Current Interaction view. You can reply atany level in the Twitter conversation.

Also like a Facebook conversation, a Twitter conversation continues until you disconnect the interaction. Additional tweets in thesame conversation thread create a new interaction.

Note: You cannot start a Twitter conversation from Interaction Connect. You can only reply.

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1 The line next to the Twitter interaction icon indicates the interaction state. For example, green is connected, orange is held,red is disconnected, and light blue is alerting.

2 To pick up, place on hold, transfer, record, or disconnect a Twitter interaction, use the Queue Control toolbar buttons.

The Pickup button also appears in the Current Interaction view for alerting and held interactions.

Note: You cannot forward or listen to a Social Media interaction.

3 The selected interaction appears in the Current Interaction view as a Social Media conversation.

4 The name of the Twitter feed containing the initial message, comments, and replies appears here.

5 The topmost message is the initial (root) tweet in this conversation thread.

Note: The root tweet always has a blue background.

6 To mark a message as "read," click the check box. This collapses this part of the conversation and hides it. You can revealthis again by clearing the check box.

Note: If you refresh and reload the browser page, messages marked as "read" disappear.

7 Replies to messages are indented. When indentation reaches the limit of a useful message display, solid lines replaceindentation. The length of a line indicates the level of indentation.

8 These indicate the number of unread messages above or below the currently visible part of the Twitter conversation.

9 To type a reply to a selected comment, click the Reply icon.

10 Comments made here apply to the initial tweet.

11 To post a comment on the initial tweet, click this button.

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Related TopicsFacebook conversationsSocial Media Images

Twitter Direct MessagesYour customers and other third parties can send direct messages to your company's Twitter account. PureConnect routes thesedirect messages as interactions to a designated Twitter Direct Message Workgroup.

You respond to a direct message interaction in the Current Interaction view. This view creates a similar experience to a Chatinteraction. The interaction continues until you disconnect the interaction. If someone replies or comments in the same directmessaging thread after you disconnect the original interaction, PureConnect creates a new interaction.

Note: You cannot initiate a direct message exchange from Interaction Connect. You can only reply.

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1 The line next to the Twitter direct message interaction icon indicates the interaction state. For example, green is connected,orange is held, red is disconnected, and light blue is alerting.

2 To pick up, place on hold, transfer, record, or disconnect a Twitter interaction, use the Queue Control toolbar buttons.

The Pickup button also appears in the Current Interaction view for alerting and held interactions.

Note: You cannot forward or listen to a Social Media interaction.

3 The selected interaction appears in the Current Interaction view as a Social Media direct message exchange.

4 The name of the Twitter account to which the customer or other third party sent the direct message appears here.

The interaction type icon identifies this as an exchange of Twitter Direct Messages.

5 Your user name identifies the messages you sent.

6 A progress spinner appears while PureConnect is sending your messages. It disappears when the message has been sent. Ifthe message is not sent within a time out limit, you have the option to retry the message.

If PureConnect detects a duplicate message or other error, you can resend the message or delete it.

7 Type your direct message here. Or you can use a stored response. See Use Response Management in a Social Mediaconversation.

8 To send your message, click this button.

Related TopicsTwitter ConversationsManaging Social MediaSocial Media ImagesFacebook Direct Messages

WhatsApp Direct MessagesYour customers and other third parties can send direct messages to designated WhatsApp channels. PureConnect routes thesedirect messages as interactions to the workgroups associated with the phone numbers on your WhatsApp Accounts.

You respond to a direct message interaction in the Current Interaction view. This view creates a similar experience to a Chatinteraction. The interaction continues until you disconnect the interaction. If someone replies or comments in the same directmessaging thread after you disconnect the original interaction, PureConnect creates a new interaction.

Note: You cannot initiate a direct message exchange from Interaction Connect. You can only reply.

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1 The line next to the WhatsApp direct message interaction icon indicates the interaction state. For example, green isconnected, orange is held, red is disconnected, and light blue is alerting.

2 To pick up, place on hold, transfer, record, or disconnect a Whats App interaction, use the Queue Control toolbar buttons.

The Pickup button also appears in the Current Interaction view for alerting and held interactions.

Note: You cannot forward or listen to a Social Media interaction.

3 The selected interaction appears in the Current Interaction view as a Social Media direct message exchange.

4 The name of the customer or other third party who initiated the direct message exchange appears here.

The interaction type icon identifies this as an exchange of Whats App Direct Messages.

5 Direct messages from the customer or other third party have a blue background.

6 Your replies have a white background.

A progress spinner appears while PureConnect is sending your messages. It disappears when the message has been sent. Ifthe message is not sent within a time out limit, you have the option to retry the message.

If PureConnect detects a duplicate message or other error, you can resend the message or delete it.

7 Type your direct message here. Or you can use a stored response. See Use Response Management in a Social Mediaconversation.

8 To send your message, click this button.

Manage a Social Media conversationManaging Facebook and Twitter conversations is similar to managing any other type of interaction. You must display the CurrentInteraction view to respond to a social media interaction.

To manage a Social Media conversation:1. Select a Social Media interaction in My Interactions or other queue view and click Pickup.

Result: The interaction appears in the Current Interaction view. This view contains an entire Facebook conversation orTwitter conversation.

Tip: To display the Current Interaction view, see Add or Close Views.

2. To reply to a Facebook comment or Tweet, do one of the following.

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Note: Your replies appear on your company's Facebook page or your company's Tweets and replies page. Your replies alsoappear in the Current Interaction view after a short interval. You cannot reply to comments or Tweets for held ordisconnected interactions.

To reply to the root post or initial Tweet, type in the Write a Comment box at the bottom of the Current Interaction view, thenclick the Send icon.To reply to any post or Tweet, select the Reply icon below a comment. Type a reply and click the Send icon.

Tip: Instead of typing a reply, see Use Response Management in a Social Media conversation.

3. Optionally, do any or all of the following:To mark a message as "read," click the corresponding check box.Result: This action also hides the message. To display the message again, clear the check box.

Note: If you refresh and reload the browser page, messages marked as "read" disappear.

To display a full-sized image in a message, click the image. For more information, see Social Media Images.To record a Social Media conversation, click the Snip button.

Note: CIC does not support Ad hoc recordings of Social Media interactions. For more information, see RecordingTypes.

To transfer a Social Media conversation, select the interaction in My Interactions or other queue view and click theTransfer button.

Note: You can transfer only to workgroups selected as Conversation workgroups. See Configure Facebook channelsand Configure Twitter Channels.

4. When you finish the Facebook conversation, select the interaction in My Interactions or other queue view and click Disconnect.

Tip: Or you can place the interaction on Hold and return to it later.

Related TopicsFacebook conversationsManaging Social MediaSocial Media ImagesTwitter conversations

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Manage Social Media Direct MessagesManaging Facebook, Twitter, and Whats App direct messages is similar to managing any other type of interaction. You must displaythe Current Interaction view to respond to a social media direct message.

To manage Social Media direct messages:1. Select a Social Media direct message interaction in My Interactions or other queue view and click Pickup.

Result: The interaction appears in the Current Interaction view. This view contains the exchange of direct messages with anoutside party in a single interaction. For more information, see Facebook, Twitter, and WhatsApp direct messages.

Tip: To display the Current Interaction view, see Add or Close Views.

2. To reply to a Social Media direct message, type your message in the reply box at the bottom of the Current Interaction view,then click the Send icon.

Tip: Instead of typing a reply, see Use Response Management in a Social Media conversation. You cannot reply to directmessages in held or disconnected interactions.

3. Optionally, do any or all of the following:To display a full-sized image in a message, click the image. For more information, see Social Media Images.To record an exchange of Social Media direct messages, click the Snip button.

Note: CIC does not support Ad hoc recordings of Social Media interactions. For more information, see RecordingTypes.

To transfer an exchange of Social Media direct messages, select the interaction in My Interactions or other queue view andclick the Transfer button.

Note: You can transfer only to workgroups selected as Conversation workgroups. See Configure Facebook channelsand Configure Twitter Channels.

4. When you finish the exchange of Social Media direct messages, select the interaction in My Interactions or other queue viewand click Disconnect.

Tip: Or you can place the interaction on Hold and return to it later. If you disconnect a Social Media direct message, anyreplies or comments for the same direct message become a new interaction.

Related TopicsFacebook conversationsManaging Social MediaSocial Media ImagesTwitter conversations

Use Response Management in a Social Media Interaction

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Requirements: You need the Response Management Security right to use Response Management.

You use stored responses to avoid typing the same information repeatedly. You can select a response and include it in a SocialMedia interaction, both Social Media conversations and Social Media direct messages.

There are some limits to the use of stored responses in Social Media interactions. Social Media interactions are conducted in plaintext. Stored responses that contain formatted text are converted to plain text before being sent. You cannot send a file as part of areply. Hyperlinks and images in a stored response are not sent as part of a reply. However, you can use responses containingmacros or URLs.

To use a stored response in a Social Media interaction:1. In the Current interaction view, place your cursor in the comment or reply box.2. Do one of the following:

In the Response Management view, search for and then select an appropriate response. Double-click the response or clickInsert.In the Current Interaction view, type the Response item Shortcut and press Ctrl+Space.

Tip: For more information, see Use a Response Shortcut.

Result: The response appears in the Current Interaction view.

3. Make any necessary changes to the response and then click the Send icon.

Related Topics386

Manage a Social Media conversationUsing Response Management

Social Media Inline ImagesInteraction Connect supports inline images in incoming Social Media messages. You cannot insert an image in a reply. Theseimages display at 50% of the available screen space. If the image is too large, it appears as a thumbnail.

Click the thumbnail to display the entire image in a popup module.

Related TopicsFacebook conversationsTwitter conversations

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Speed Dial

Requirements: You need the Can Create Speed Dials Security right to enable you to Create a Speed Dial View.

Speed Dial views provide a quick way to dial frequently called contacts.

Related TopicsClose a Speed Dial ViewCreate a Speed Dial ViewDelete a Speed Dial ViewDial a Number Using Speed DialDisplay a Speed Dial ViewRename a Speed Dial View

Dial a Number Using Speed DialYou can use the CIC client speed dial features to dial frequently used numbers. You can watch the status of your call in MyInteractions.

To dial a number using speed dial:1. Display a Speed Dial View.

2. Do one of the following:

Single-click the displayed default number shown as a hyperlink.Select a Speed Dial entry and click the down arrow, then click one of the displayed entries.

Tip: If you have more speed dial entries than can appear at one time on your speed dial view, use the scroll bar to find the entry.

Related TopicsCreate a Speed Dial ViewAdd a Directory Contact to a Speed Dial ViewDisplay a Speed Dial ViewSpeed Dial

Working with Speed Dial Views

Requirements: You need the Can Create Speed Dials Security right to enable you to Create a Speed Dial View. Your CICadministrator can also set server parameters that limit the number of contacts you can display in a Speed Dial view.

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The CIC administrator can use the MaxSpeedDialPageSize server parameter to specify the maximum number of directoryrecords that can appear in a Speed Dial view. This parameter works in conjunction with DefaultSpeedDialPageSize.

If the CIC administrator does not define DefaultSpeedDialPageSize and the requested number of directory contacts isgreater than MaxSpeedDialPageSize, the number of contacts returned is less than or equal to 25.If the CIC administrator defines only DefaultSpeedDialPageSize, the number of contacts returned is equal toDefaultSpeedDialPageSize.If the CIC administrator defines both MaxSpeedDialPageSize and DefaultSpeedDialPageSize and the requestednumber of contacts is less than or equal to MaxSpeedDialPageSize, then the requested number of contacts is returned. Ifgreater than MaxSpeedDialPageSize, the DefaultSpeedDialPageSize number of contacts is returned.If the CIC administrator does not define either MaxSpeedDialPageSize or DefaultSpeedDialPageSize, the number ofcontacts returned is less than or equal to 25.

Speed dial views provide a quick way to dial frequently called contacts. The entries within a speed dial view show the name, userstatus, and the default number for each contact. The default number is a hyperlink you can click to dial the contact. Or, click thedown arrow next to the default phone number for a contact. The list contains all the phone numbers available for the selectedcontact. Click any of these numbers to dial.

Note: CIC sorts the Speed Dial entries by display name.

Your CIC administrator can enable Speed Dial views to display photos or other images for CIC users in a Speed Dial view when youmaximize tiles. If no photo is available, a generic image appears on the speed dial entry. The color of the circle indicates thecontact's availability based on CIC status. For more information, see Speed Dial Features.

When you create a speed dial view, you determine whether the view is private or public. Private speed dial views are visible only tothe person who creates the view. Public speed dial views are visible to everyone who uses a CIC client.

Note: When you add a view, private Speed Dial views and Directory views display a lock icon next to their name in the Availableitems list.

Related TopicsClose a Speed Dial ViewCreate a Speed Dial ViewDelete a Speed Dial ViewDisplay a Speed Dial ViewRename a Speed Dial ViewWorking with Speed Dial Entries

Speed Dial View Limits

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You can close a Speed Dial view without deleting it.

To close a speed dial view:

Click the Close button (X) on the Speed Dial tab.

Result: The Speed Dial view no longer appears in your CIC client, but remains available for future use. Other people who aredisplaying this Speed Dial view are unaffected.

Related TopicsDisplay a Speed Dial ViewSpeed DialWorking with Speed Dial Views

Requirements: Your CIC administrator must create the appropriate Contact List Source before you can create a Speed Dialview. Also you need the Can Create Speed Dials Security right to create a Speed Dial view.

A Speed dial view provides a quick way to dial frequently called contacts.

Warning: Once a Speed Dial view is created, its settings cannot be changed.

To create a Speed Dial view:1. Click the Add View icon (plus sign) next to any tab.2. Click Show all Views.3. In the Directories section, select Speed Dial.4. In the Speed Dial list, click Create a new Speed Dial.

5. Click the Create button.

Result: The Create Speed Dial dialog box appears.

6. In Speed Dial Name, enter a unique name for your new speed dial directory.7. If you want other users to be able to add your Speed Dial view to their CIC client interface, select Public.8. If you decide to make the new Speed Dial view public, select the options you want to grant other users for this Speed Dial view:

To enable other users to add additional entries to the Speed Dial view, select Add Entries.

Close a Speed Dial View

Create a Speed Dial View

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To enable other users to edit the default number assigned to entries on this Speed Dial view, select Change Entries.To enable other users to remove entries from this Speed Dial view, select Delete Entries.

Tip: Use caution when granting others the ability to delete speed dial entries. Once someone removes the lastspeed dial entry from a Speed Dial view, the system permanently deletes the Speed Dial view and it cannot berecovered.

Note: A user with Directory Administrator Security rights assigned in Interaction Administrator can delete oradd contacts from a public Speed Dial view. They can also delete or rename the Speed Dial view even if they didnot create the view.

To enable other users to change the name of this Speed Dial view, select Rename the Speed Dial.

9. Click Create Speed Dial.

Result: The new view is added to the list of available Speed Dial views.10. In the Add Views dialog box, click Add View.

Result: The new Speed Dial view appears. It is empty.

Tip: For more information about adding Speed Dial entries to this new view, see Add a Directory Contact to a Speed DialView.

Related TopicsCreate a New Entry in a Speed Dial ViewDisplay a Speed Dial View

Requirements: You can delete your own Speed Dial views. If the owner granted other users the "Delete Entries" right, you canalso delete a "Public" Speed Dial view. If you have Directory Administrator Security rights, you can delete any Speed Dial view.For more information, see Create a Speed Dial View.

To delete a Speed Dial view:1. In the Speed Dial view tab, click the Configure Directory icon.2. From the drop-down menu, click Delete.

3. To confirm you want to delete the view, in the Delete Speed Dial dialog box, click Delete.

Result: The name of the Speed Dial view is removed from the list of available Speed Dial views. The Speed Dial view isremoved from the CIC client interface for every user.

Related TopicsWorking with Speed Dial Views

Delete a Speed Dial View

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Requirements: You can display any Speed Dial view you create. You can also display any "Public" Speed Dial view. Forexample, your CIC administrator or other co-worker could create a speed dial view for emergency numbers and make itavailable for all CIC client users. For more information, see Create a Speed Dial View.

To display an available Speed Dial view:1. Click the Add View icon (plus sign) next to any tab.2. In the Quick Picks list, click Show All Views.3. In the Add Views dialog box, in the Directories category, select the Speed Dial check box.4. In the list of available Speed Dial views, select the check box for the selected Speed Dial view or views.5. In the Add Views dialog box, click Add View or Add Views.

Result: The selected view or views appear.

Related TopicsCreate a Speed Dial ViewClose a Speed Dial ViewSpeed Dial

Requirements: You can rename your own Speed Dial views. If the owner granted other users the "Rename the Speed Dial"right, you can also rename a "Public" Speed Dial view. If you have Directory Administrator Security rights, you can rename anySpeed Dial view. For more information, see Create a Speed Dial View.

To rename a Speed Dial view:1. In the Speed Dial view tab, click the Configure Directory icon.2. From the drop-down menu, click Rename.

3. In the Rename Speed Dial dialog box, type a new name for the view and click Rename Speed Dial.

Result: The name of the Speed Dial view is changed in your workspace and in the list of available Speed Dial views.

Related TopicsWorking with Speed Dial Views

Working with Speed Dial EntriesAfter you have established your speed dial view or views, you can add or delete entries. You can also change the default number foran entry.

Related TopicsAdd a Directory Contact to a Speed Dial ViewChange a Speed Dial Entry Default NumberDelete a Speed Dial EntrySpeed Dial Features

Display a Speed Dial View

Rename a Speed Dial View

Speed Dial Features392

Speed dial views can include photos or images for each entry. The type of entries you see depend on whether your CICadministrator enables this type of display. You can also switch between minimized and maximized tiles in your Speed Dial views.

To switch view types:Click the Configure Directory icon in the Speed Dial view and select Minimize Tiles or Maximize Tiles.

Minimized Tiles

Minimized tiles in a Speed Dial view provide a space-saving, simple list with contact names.

Other available numbers: Click the down arrow next to a contact's name to display all the phone numbers available for theselected contact. Click the number icon or label for any of these other numbers to call it.

Maximized Tiles

This shows you how the maximized tiles appear in a Speed Dial view; with photos or images for each contact.

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Status Icon and label: A CIC client user’s status appears as an icon on the Speed Dial entry. The accompanying label and atooltip explain the user’s status.Availability: When photos or images appear on speed dial entries, the color of the circle indicates the contact's availabilitybased on CIC status.

Green indicates the contact is logged into a CIC client and his or her CIC status is an available type.Blue indicates the contact is logged into a CIC client and his or her CIC status is Available, Follow Me.Red indicates the contact is logged into a CIC client, but his or her CIC status is an unavailable type; for example, GoneHome or In a Meeting. Grey indicates a CIC user is not logged on to a CIC client.

Other available numbers: Click the down arrow next to the default phone number for a contact to display all the phone numbersavailable for the selected contact. Click the number icon or label for any of these other numbers to call it.

Related TopicsWorking with Speed Dial EntriesWorking with Speed Dial Views

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Requirements: You can add contacts to your own Speed Dial views. If the owner granted other users the "Add Entries" right,you can also add contacts to any "Public" Speed Dial view. If you have Directory Administrator Security rights, you can addentries to any Speed Dial view. For more information, see Create a Speed Dial View.

To add a contact to a Speed Dial view, select the contact on a directory view, then drag and drop it onto the Speed Dial view. CICautomatically selects the new entry and positions it in the correct order.

Note: The CIC administrator can define the maximum number of contacts you can display in a speed dial, see Speed Dial ViewLimits.

Note: You can add only Company Directory or general directory contacts to a speed dial view. You cannot add a contact from aprivate mail directory such as Outlook Private Contacts to a public speed dial view. To view a list of general directories, in theAdd Views Dialog Box, in the Directories category, select General Directories.

Related TopicsDisplay a Speed Dial ViewWorking with Speed Dial Views

Add a Directory Contact to a Speed Dial View

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Requirements: You change a contact’s default number in your own Speed Dial views. If the owner granted other users the"Change Entries" right, you can change default numbers for contacts in any "Public" Speed Dial view. If you have DirectoryAdministrator Security rights, you can change a contact’s default number in any Speed Dial view. For more information, seeCreate a Speed Dial View.

Note: To edit any other information about the speed dial entry, change it in the contact’s primary source directory. For example,let’s assume you created a speed dial view and added a contact from your IC Private Contacts directory. To update thecontact’s business phone number, change it on the IC Private Contacts view and not from the actual speed dial entry. For moreinformation, see View and Edit Directory Entries.

To change a speed dial contact’s default number:1. Display a Speed Dial View.2. Do one of the following:

In the Maximized Tiles Speed Dial view, click the down arrow next to the displayed phone number.In the Minimized Tiles Speed Dial view, click the down arrow next to the contact's name.

3. Click Default next to one of the available phone numbers.

Result: The selected phone number becomes the new default Speed Dial number. The icon on the speed dial entry changesto reflect the newly selected default number.

Related TopicsWorking with Speed Dial Views

Requirements: You can delete entries from your own Speed Dial views. If the owner granted other users the "Delete Entries"right, you can also delete contacts from any "Public" Speed Dial view. If you have Directory Administrator Security rights, youcan delete entries from any Speed Dial view. For more information, see Create a Speed Dial View.

Note: This permission is granted when the speed view is created.

To remove a speed dial entry from a speed dial view:Click the X in the upper right corner of the Speed Dial entry.

Related TopicsWorking with Speed Dial Views

Change a Speed Dial Entry’s Default Number

Delete a Speed Dial Entry

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Setting StatusIn the CIC client, you can set your status, set another user’s status, set status details and view another user’s status.

Set Your StatusSet Another User’s statusSet Status DetailsView Another User’s StatusFast Status Buttons

Note: Any status other than Available or Available, Forward or Available, No ACD sends an incoming call to your voice mail.Depending upon the status you select, you may want to set status details to indicate when you will be available again.

Related TopicsPossible Status ValuesSet DND Status with Your Phone

My StatusInteraction Connect has a My Status section that enables you to set your current status, monitor time in current status, configureand use Fast Status buttons, view or specify status details and set your workgroup activation status.

My Statusdrop-downlist

The My Status drop-down list displays your current status and enables you to change your status. For moreinformation, see Set Your Status.

Time incurrentstatus

The time (hh:mm:ss) indicates how long you have spent in your currently selected status. This can help youmonitor how long you have been in a not-available status such as "At Lunch," "Away from Desk," or "In aMeeting."

Faststatusbuttons

Change your status by clicking one of your selected fast status buttons. You determine which fast statusbuttons appear.

Set statusdetails

This displays any additional information you entered in Status Notes when you set your current status. Thesestatus details can be viewed by other users in the Company Directory or other directories that are set to displaythe Status column. Or, if you did not specify any status details, a Set status details link appears.

WorkgroupActivationbutton

Click this button to specify the workgroup queues for which you will take interactions. In order to receive ACD-routed interactions, you must logged onto the CIC client, set your status to "Active" for the appropriateworkgroups, and set your user status set to an "Available" type. For more information, see Change YourWorkgroup Activation Status.

Related TopicsFast Status ButtonsSet Your StatusSet Status DetailsWorkgroup Activation ButtonWorkgroup Statistics

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Fast Status ButtonsYou can designate selected statuses as favorites. Each status in the My Status drop-down list has a Favorite status icon. This iconis a gray or yellow star. A yellow star indicates a favorite status.

Favorite statuses appear as Fast Status buttons in the My Status section. Click a Fast Status button to set your status to one ofyou pre-selected favorites.

To add or remove Fast Status buttons:1. In the My Status drop-down list, point to, but do not click, a status.2. Do one of the following:

To add a Fast Status button, click the gray star.To remove a Fast Status button, click the yellow star.

Related TopicsMy StatusSet Status in Accessibility Mode

Possible Status Values

Requirements: The View Status Message right controls which statuses can be employed by users in specific workgroups,users assigned certain roles, or even individual users. These status filters determine the status settings available when youSet Your Status or Set Another User’s Status.

The icons that appear for each status are configured in Interaction Administrator and may have been changed by your CICadministrator.

Note: Customer Interaction Center can automatically assign some status settings, such as "Available, Not Answering Calls."You cannot select one of these automatic statuses; they do not appear in the My Status drop-down list.

Tip: You can record status-based messages to play to callers. For more information, see Personal Prompts Options.

The default status values are:

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ACD - Agent Not Answering

At a Training Session

At Lunch

Available

Available, Follow-Me

This person is available at one of the numbers on a follow-me list. The caller can leave a message or use follow-merouting to find the person and transfer the call.

Available, Forward

This person is available at a designated remote number.

Available, No ACD

This person is available for all non-ACD interactions.

Away From Desk

Do Not Disturb

Follow Up

Gone Home

In a Meeting

On Vacation

Out of the Office

Out of Town

Working at Home

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Related TopicsSet DND Status with Your PhoneSet Your StatusSet Status DetailsSetting StatusView Another User’s Status

Set Another User’s Status

Requirements: You need the Change Status Users Access Control right for a specific user to be able to change that user’sstatus.

You can set another user’s status in the Company Directory or other directory view.

To set another user’s status:

1. Select a user in the Company Directory and click the Change User’s Status button in the Directory toolbar.

Result: The Set Status dialog box appears.2. Select a status from the drop-down list and enter other status information that is applicable.3. Click OK.

Note: If you have questions about setting another user’s status, contact your CIC administrator.

Related TopicsPossible Status ValuesSet Status DetailsSet Your StatusSetting StatusView Another User’s Status

Set DND Status with Your PhoneIf you have a Managed IP Phone, you may be able to use the DND button on the phone to set your CIC user status to "Do NotDisturb" or another selected status. Your CIC administrator must first enable DND Synchronization for you in InteractionAdministrator.

Depending on the type of IP phone you are using, the DND button can be either a named function key or a soft key accessed throughthe phone’s menu. Check your phone’s user guide or see the Polycom Quick Reference Cards available in the Quick ReferenceMaterials section of the PureConnect Documentation Library.

In general, you press the DND button or soft key to activate Do Not Disturb status. Later, you can press the DND button or soft keyagain to reset your CIC client status to your last available status or some other pre-configured CIC status.

Related TopicsManaged IP Phone

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Set Status DetailsDepending on the status you select, you can set status details including status notes, forward number, and date and time you willbecome available. The date and time information you enter is played for all your incoming calls while in this status.

You can view other user’s Status Notes by adding this column to your Company Directory. For more information, see CustomizeColumns.

Note: Status detail information is required only for a Forward status which must have a Forward Number. If you do not enterstatus details, no dates or times are played for your incoming calls.

To set status details:1. Click Status Details next to the My Status drop-down list.

2. In the Status details popup, complete the fields as described below.

Notes Enter any additional information on your current status.

As a convenience, the notes from the last time you selected this status appear. Youcan make any necessary changes to these notes.

Requirements: You need the Status Notes right in order to create or modifyStatus notes.

Forward Number This is enabled only for selected statuses such as Available, Forward. Enter atelephone number to which calls can be forwarded.

Note: The last forwarding number you used for this status defaults to theForward Number box.

Until Date

Until Time

Depending on the selected status, you may supply the date and time, until which youwill be unavailable.

3. Press Enter to save your status details.

Tip: Press Escape to cancel. If the Status details popup appeared automatically because you selected a status thatrequired status details, your status reverts to your prior status.

Related TopicsPossible Status ValuesSet Your StatusSet Another User’s statusSetting StatusView Another User’s Status

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Set Your StatusStatus controls the announcement of your availability to people who call you. When your status is one of the "do not disturb"statuses, callers hear your status, such as "Bob Jones is out of town." Then they are directed to your voice mail to leave amessage. Other PureConnect client users can view your status in Status column of the Company Directory.

To set your status from the My Status drop down list:1. Select a status from the My Status drop-down list.

Note: The My Status list displays all the available status settings. For more information, see Possible Status Values.

2. Optionally, enter status details by clicking Status Details next to the My Status drop-down list.

Related TopicsMy StatusPossible Status ValuesSet DND Status with Your PhoneSetting StatusView Another User’s Status

Status Notes

Requirements: You need the Status Notes Security right to create status notes.

Status notes provide additional information on a user’s status. You can create status notes when you set status details. Also, youcan add a column to display Status Notes in the Company Directory.

Related TopicsCustomize ColumnsPossible Status ValuesSet Status DetailsSet Your StatusSetting StatusView Another User’s Status

Status Summary

Requirements: You need the View Directory Status Columns Access Control right to all or selected Status columns to enableyou to add Status columns to a directory view.

You can add a Status Summary column to your Company Directory view. The Status Summary column displays icons that enableyou to tell at a glance if someone is available, logged onto the CIC client, and if they are on the phone. For more information aboutadding a column to a directory, see Customize Columns.

The Status Summary column uses these icons:The first icon corresponds to the user’s current status. For more information, see Possible Status Values.The second icon indicates whether the user is logged onto the CIC client. A check mark means the user is logged on; an Xmeans that the user is not logged on.A phone receiver icon appears in the third position if the user is currently on the telephone. If the user is not on the phone, thethird position is blank.

Related TopicsPossible Status Values

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View Another User’s Status

Requirements: You need the View Directory Status Columns Access Control right to all or selected Status columns to enableyou to add Status columns to a directory view.

You can determine if a person is available to take a call by checking that user’s status. Status information appears in the Statuscolumn of the Company Directory or workgroup directory.

Tip: You can add the Status or Status Summary columns to your Company Directory view.

Related TopicsAdd or Remove View ColumnsCamp on an Internal ExtensionPossible Status ValuesSet Status DetailsSet Your StatusSetting Status

Workgroup Activation Button

Icon

Location My Status section

Description Click this icon to specify the workgroup queues for which you will take calls. In order to receive acall, you must be logged onto the CIC client, have your workgroup activation status set to Active, andhave your user status set to an "Available" type. For more information, see Change Your WorkgroupActivation Status.

Related TopicsWorkgroup Statistics

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Working with Text Messages

Requirements: Your CIC administrator must configure the Short Message Service (SMS) feature in Interaction Administratorbefore it is available in the CIC client. Your CIC administrator must also enable the Short Message Service plug-in for you.Your Phone Number Classification Access Control rights determine whether you can send a text message to specific classesof phone numbers (for example, Local, Long Distance or International).

SMS (Short Message Service) is the technology that enables cell phone users to exchange text messages over cell phones. TheShort Message Services client feature enables CIC client users to send and receive text messages.

Related TopicsText Message ConversationsUse Response Management in a Text Message

Text Message ConversationsACD-routed SMS text messages and replies to your text messages can appear in your CIC client as Chats. Your CIC administratorcontrols the routing of inbound SMS text messages. CIC can route SMS text messages as Chats, to a handler, or as a genericobject to a queue.

When CIC routes SMS text messages as Chats, you interact with them exactly as you would any other Chat. All the featuresavailable when handling a Chat are available to you when handling these SMS text messages. You can invite other CIC users to jointhe text message conversation, use Response Management to look up answers to frequently asked questions, add notes or codes,and more. See Manage a Chat Session for more details.

Note: An SMS text message conference ends when the last CIC agent or other internal party disconnects.

You work with SMS text messages in the Current Interaction view.

Current Interaction view

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Use Response Management in a Text Message

Requirements: For information about the prerequisites for using the Short Message Service feature, see Working with TextMessages. You also need the Response Management Security right to use Response Management.

You use stored responses to avoid typing the same information over and over again.

Note: It is not currently possible to attach a Response Management stored file to a text message.

To use a stored response in a text message:1. Do one of the following:

In the Current Interaction view, in the composition area, type the shortcut for a Response Management item and pressCtrl+Space.In the Response Management view, select a response and click the Insert button.Copy and paste part of the response from the Response Management view to the composition area of the CurrentInteraction view.

Result: The response immediately appears in the composition area.2. In the composition area of the Current Interaction view, make any necessary changes to the response.

Note: You can edit the response before it is sent as part of the text message.3. Click Send.

Related TopicsText Message ConversationsWorking with Text Messages

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Working with Voice Mail

Requirements: If you are assigned the Receive Voicemail Security right, callers are sent to voice mail when you are in a DNDstatus (Gone Home, Out of the Office, or some other "not available" status) or when you do not answer your phone.

With the CIC client, you receive voice mail in the same place you receive email messages. Any time a caller leaves a voice mailmessage for you, the voice mail message is attached to an email message and sent to you. You can open your voice mailmessages as email message attachments or you can listen to voice mail from the optional Voicemail view in the CIC client.

Voice mail is managed in one of these ways in the CIC client:If Interaction Voicemail Player is installed on your workstation, when you open an email message that has a voice mailattachment, the CIC voice mail form opens and begins playing your voice mail message.

Note: For more information about configuration settings that affect this automatic playback, see ConfiguringInteraction Voicemail Player.

If Interaction Voicemail Player is not installed on your workstation, you open the email message and double-click the voicemail attachment, then your designated audio player opens and begins playing your voice mail message.

Note: If your designated audio player does not play the voice mail message then it is likely that the required codec(software that compresses and decompresses digital audio) is not installed on your computer. Some recent operatingsystems no longer include the TrueSpeech codec. For more information, contact your CIC administrator.

You can use the Voicemail view to display and listen to voice mail messages.You can listen to and manage your voicemail messages by using the voice mail features on your telephone.

Note: For more information about the default TUI (Telephone User Interface), see the CIC TUI User's Guide and QuickReference Card available in the PureConnect Documentation Library.

Related TopicsInteraction Voicemail Player ControlsListen to Someone Leave a Voice Mail MessageOpen a Voice Mail Message From Your InboxOverview of Interaction Voicemail PlayerPick Up a Call From Voice MailTransfer a Call to Another Person’s Voice MailTransfer a Call to Your Voice MailUse the Voicemail ViewVoicemail View

Message Waiting IndicatorThe Message Waiting Indicator (MWI) appears only when you have unheard voicemail messages. The number on the icon, alsocalled a badge, indicates how many unheard message you have.

Tip: Click the MWI icon to bring the Voicemail View to the front. This won't add the view, if you are not already displaying it.

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Pick Up a Call from Voice Mail

Requirements: See Pickup.

You can pick up a call when the caller is in the middle of leaving a voice mail message. When a call is transferred to voice mail, itsstate changes to "Voice Mail."

To pick up a call from voice mail:

1. If the telephone call is not selected, select the call you want to pick up.

2. Do one of the following:

Click the Pickup button.Right-click the call and choose Pickup from the menu that appears.

Result: The call’s state changes from "Voice Mail" to "Connected" and you can begin speaking with the caller.

Related TopicsListen to someone leave a voice mail messageListen to your voice mailPickup ButtonPick Up a Call From a Queue

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Transfer a Call to Another Person’s Voice MailYou can transfer a call directly to another CIC client user’s voice mail. You might want to use this feature if the caller wants tocommunicate with another person who is unavailable to take the call.

Note: The Transfer to Voicemail option may not be available in the Transfer dialog box if you do not have the appropriate rights.You must have the right to use voice mail features in the CIC client in order to transfer a call to another user’s voice mail. Also,you may not be able to transfer a call to another person’s voice mail if you do not have the right to send calls to your own voicemail. If you have questions about rights or voice mail options, see your CIC administrator

To transfer a call to another person’s voice mail:1. Tell the caller that he or she is going to be transferred to another person’s voice mail.

2. Do one of the following:

On the Queue Control toolbar, click the Transfer button.Right-click the call and choose Transfer from the menu that appears.

Result: The Transfer dialog box appears.3. In the Transfer To: field, type all or part of the transfer recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the recipient you expected, check the search criteria selected in the Optionsdrop-down list and adjust them if necessary.

4. From the drop-down list, do one of the following:

Select "Dial [your entry] as Digits" to convert a text entry into numbers.Select the appropriate name and associated extension number.

Result: If the intended recipient is a CIC user, status information for the selected CIC user appears. It shows whether or notthe transfer recipient is logged onto a CIC client and is able to accept the transferred call. This can help you decide whatkind of call transfer to use.

5. Click the down arrow on the Transfer button and select Transfer to Voicemail.

Result: The call is transferred to the recipient’s voice mail and disappears from My Interactions.

To transfer a call to another person’s voice mail using the Directory toolbar:1. Select the call2. Select a directory entry

3. On the Directory toolbar, click the Voicemail button.

Related TopicsTransfer a Call After Consulting the RecipientTransfer a Call Using a Transfer ButtonTransfer a Call Without Consulting the RecipientTransfer ButtonVoicemail Button

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Transfer a Call to Your Voice MailRather than answer an incoming (alerting) call, you can transfer it to your voice mail. You can also send a call to which you areconnected to your voice mail.

To transfer a call to your voice mail, do one of the following:Select the call, if it is not already selected, then on the Queue Control toolbar, click the Voicemail button.If the call is connected, right-click the call and select Voicemail.

Result: The call is transferred to your voice mail. When a caller has finished leaving a message, the voice mail is saved as afile, attached to an email message and sent to you. You can also listen in on the call as the caller leaves a message, andthen decide whether or not to pick up that call from voice mail.

Related TopicsTransfer a Call to Another Person’s Voice MailVoicemail Button

Use the Telephone Dial Pad to Control PlaybackYou can use the telephone dial pad to control voice mail playback if you are playing a voice mail to your telephone handset or to aremote number. You can use these keys in place of the controls available in the Interaction Voice Mail Player.

Note: The slow down and speed up playback functions require that your Customer Interaction Center system include a MediaServer. Contact your CIC administrator if you have any questions.

Press To

Slow down playback.

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Speed up playback.

Rewind message 6 seconds.

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Fast forward message 6 seconds.

Decrease volume.

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Increase volume.

Related TopicsInteraction Voicemail Player Controls

Listen to Someone Leave a Voice Mail Message

Requirements: See Listen.

You can listen to someone leaving a message before deciding if you want to pick up a call. The person leaving the message doesnot know that you can hear them.

To listen to someone leave a voice mail message:

1. Select a call from My Interactions that is in a state of ‘Voice Mail’.2. Do one of the following:

On the toolbar, click the Listen button.Right-click the call and select Voicemail.

Result: Through your telephone handset you can now hear the person leaving a voice mail message. If you want to talk withthe caller, click the Pickup button.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictionsregarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user orlicensee will use the product in compliance with any federal or state law.

Related TopicsListen ButtonListen to Your Voice MailPick Up a Call From Voice MailTransfer a Call to Someone Else’s Voice MailTransfer a Call to Your Voice MailWorking with Voice Mail

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Overview of Interaction Voicemail PlayerWhen a caller leaves a voice mail, it is stored as a .wav file. You can access this voice mail message:

From the Voicemail ViewFrom the telephone user interface (TUI)By playing the.wav file with Interaction Voicemail Player

The Interaction Voicemail Player is an optional feature. You install Interaction Voicemail Player as part of the IC User ApplicationsSetup. For more information, see the CIC Server Installation and Configuration Guide in the PureConnect Documentation Library.

You determine if Interaction Voicemail Player is your preferred application for playing back voice mail messages. You can alsoconfigure several options that control what this form does.

To configure voice mail playback, in Interaction Voicemail Player, from the Tools menu, select Options.

Tip: For more information about other configuration options, see the Interaction Voicemail Player Help.

When someone leaves a voice mail for you, CIC sends an email message to you with the voice mail.wav file attached to it. Thismessage appears in your email client (e.g., Microsoft Outlook, Microsoft Outlook Express, Lotus Notes, etc.) with an attached.wavfile. When you play this attached file, by double-clicking it or downloading it and then opening it, the voice mail message plays in theInteraction Voicemail Player. If you are using the Interaction Message Store, just double-click the voice mail.wav and the InteractionVoicemail Player plays the message.

The Interaction Voicemail Player not only plays voice mail messages but also allows you to control the playback of the messageand your indicator light. It also allows you to play voice mail messages back to devices such as PC speakers, a station phone onyour desk or to a remote telephone number.

Note: DirectX 9.0 is required to play voice mails through your PC speakers. If needed, install Microsoft DirectX from theIC_CLIENTPREREQS share on the CIC Server, after the IC Server installation.

Each voice mail .wav file has information embedded in it signifying it is a voice mail message. When you open a voice mail file,Interaction Voicemail Player reads this information, determines it is a voice mail message and plays the file. When you open anyother .wav files on your computer, the file does not have the voice mail designation. It opens in your default .wav player (e.g.,Microsoft Media Player).

Interaction Voicemail Player allows you to:Play voice mail messages directly from electronic mail.Control the playback of voice mail messages.Clear a message waiting indicator light

Tip: For more information, see the Interaction Voicemail Player Help.

Related TopicsInteraction Voicemail Player ControlsOpen a Voice Mail Message From Your Inbox

Installing Interaction Voicemail Player

Configuring Interaction Voicemail Player

Using Interaction Voicemail Player

Interaction Voicemail Player and .wav files

Interaction Voicemail Player Controls

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The Voicemail Player controls function like MP3 or tape player controls for voice mail playback.

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Control Definition

Select the device to play your voice mail.

Note: If you restart the CIC client, this defaults to the device you selected for your lastvoice mail.

PC Speakers

Selecting a playback other than PC Speakers may result in slower startup times.

Remote Telephone

Selecting this device causes CIC to dial the specified number and play the voice mail.

Tip: If the remote telephone is a DID phone number enabled for fax detection, CIC playsthe voice mail immediately after calling the number and does not wait until you pick upand answer. If you miss the beginning of voice mail playback, you can use the VoicemailPlayer controls to stop and restart the voice mail playback from the beginning. Or youcan ask your IA administrator to disable fax capability on your User record.

Note: A DID (Direct Inward Dial) phone number is one that an external caller can reach bydialing a 7-digit phone number.

Click to play the voice mail.

Click to pause playback.

Click to stop playing the voice mail.

Click to rewind 5 seconds.

Click to fast forward 5 seconds.

Click to mute playback.

Set the slider to the desired volume.

Set the slider to the desired playback speed. The speeds available are half speed (0.5), normalspeed (1.0), one and half times speed (1.5), and double speed (2.0).

Related TopicsUse the Telephone Dial Pad to Control Playback

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You can play, replay, rewind, fast forward, save, and change the volume of the message by opening your voice mail message in youremail program Inbox. You can forward the message to another person, just as you would any other email message.

Tips

By default, voice mail messages begin to play automatically through the device you selected for your last voice mail. If youwant the voice mail messages to play only when you click the Play button, in the Interaction Voicemail Player application, fromthe Tools menu, select Options and clear the Play voice mail automatically on open check box.DirectX is required to play voice mail messages through your PC speakers.Your CIC administrator can configure the alerts you receive for new voice mail messages. For more information, see VoiceMail / Fax Paging.You can listen to and manage your voice mail messages by using the voice mail features on your telephone in addition tofeatures in the Interaction Voicemail Player.

To listen to your voice mail through your Inbox:

1. Open your email program Inbox.

2. Open the email message containing the voice mail message.

Note: You may be prompted to log on if you haven't logged on to the CIC client or your Windows logon account isn'tassociated with your CIC client user (i.e., you don't log on to the CIC client using your Windows logon credentials). Ifso, just enter your CIC client logon password and click OK.

3. Double-click the voice mail message.

Result: You use either the Interaction Voicemail Player or your selected media player to play back your message, dependingon your selection in the Interaction Voicemail Player Options dialog box. For more information, see Configuring InteractionVoicemail Player.

Note: For more information about using this player, see the Interaction Voicemail Player Help.

Related TopicsInteraction Voicemail Player Controls

Open a Voice Mail Message From Your Inbox

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Voicemail ViewThe Voicemail view displays a list of your current voice mail messages. It includes a playback interface that enables you to listento your voice mail messages on your phone. For more information, see Use the Voicemail View.

To display the Voicemail view:1. Click the Add View icon (plus sign) next to any tab.2. In the Quick Picks list, click Show All Views.3. In the Add Views dialog box, in the Extras category, select the Voicemail check box.4. In the Add Views dialog box, click Add View.

Result: The Voicemail view appears.

Related TopicsChange View LayoutUse the Voicemail ViewWorking with Voice Mail

Use the Voicemail view to display a list of your current voice mail messages. You can use the integrated voice mail player to playback voice mail messages to your phone or delete old voice mail messages.

Note: Before you can use the Voicemail Message view, you must make it available as a view in the CIC client. For moreinformation, see Voicemail View.

Voicemail View Features

This diagram illustrates the main features of the Voicemail view.

Use the Voicemail View

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1 The Voicemail Message Waiting Indicator (MWI) appears when you have unheard voice mail messages.The number on the icon indicates the number of unheard messages.Click the icon to select the Voicemail view and bring it to the front if it is behind another view.

Note: Clicking the MWI does not add the Voicemail view to Interaction Connect. For more information on addingthis view, see Voicemail View.

2 Select the type of voicemail messages to display in the Voicemail list:All VoicemailUnopened VoicemailOpened Voicemail

3 Select a sorting option:Newest on topOldest on top

4 The Voicemail View contains the Voicemails List. It contains the voice mail messages you have not yet deleted, includingboth previously played and unheard voice mail messages.

Tip: A blue bar indicates an unheard message.

Note: If your CIC administrator configures your user account to receive an email alert whenever you receive a voicemail message, then two entries appear for each voice mail message: a voice mail notification and the voice mail. Youcan select either the notification or the voice mail and click Play to listen to the voice mail.

5 The currently selected voice mail message appears shaded. Click the Play control to listen to the currently selected voicemail message.

6 Click the Delete control to delete the currently selected voice mail message.

Tip: To delete multiple messages at the same time, press and hold the Ctrl key and select the messages, then clickthe Delete control.

7 Click the Download control to download the currently selected voice mail message as a WAV file to your workstation. Useyour default audio player to playback the voice mail message.

Note: If your designated audio player does not play the voice mail message then it is likely that the required codec(software that compresses and decompresses digital audio) is not installed on your computer. Some recent operatingsystems no longer include the TrueSpeech codec. For more information, contact your CIC administrator.

8 A vertical scroll bar appears if you have more voice mail messages than can be displayed at one time.

9 Downloaded messages appear in your browser's File Download location. Click to play back the voice mail message inyour default audio player.

Related TopicsDelete voice mail messagesPlay back messages in the Voicemail View

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You can use the integrated voice mail player to play back voice mail messages to your phone (current station).

To play back voice mail messages:1. Select a voice mail message.2. Do one of the following:

Click the Play button on the voice mail message.

Result: This plays back the message to your current station (phone).

Click the Download button on the voice mail message. Click the WAV filename in the File Download location in yourbrowser.

Result: This plays back the message in your default audio player for WAV files.

Related TopicsUse the Voicemail View

You can delete old or unneeded voice mail messages from the Voicemail view

To delete voice mail messages, do one of the following:In the Voicemail view, select a single voice mail message or press and hold the Ctrl key, then select multiple voice mailmessages. Press the Delete button.

Confirm you are sure you want to delete these voice mail messages by clicking Delete when prompted.In your email Inbox, delete the email message with the voice mail attachment.

Note: Interaction Connect removes the corresponding voicemail message the next time it automatically updates theVoicemail view.

Related TopicsUse the Voicemail View

Play back messages in the Voicemail View

Delete voice mail messages

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Web-Based Phone

Requirements: Your CIC administrator must enable this feature and set it up for you. For more information, see Web-basedPhone Requirements.

Warning: The CIC Web-Based Phone feature does not support persistent connections. If you enable this option for thesestations, call will fail.

The Web-Based Phone feature enables Interaction Connect users to use a web browser on a computer as a SIP telephone usingWebRTC as the communication protocol. The Web-Based Phone eliminates the need to distribute, install, and configure a physicalIP telephone for each agent or user, or to install a SIP soft phone application on PCs.

ImplementationWeb-based Phone RequirementsWeb-based Phone ProcessingWeb-based Phone LimitationsConfigure the web-based phone feature

UseLog on with a Web-Based PhoneChange your Web-Based Phone settingsUse a Web-Based Phone

Related DocumentationGenesys Cloud for PureConnect Administrator's Guide - the first step to enabling CIC web-based phones.PureCloud Resource Center - All PureCloud documentation

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Web-based Phone Requirements

Your PureCloud Telephony Administrator must assign you an extension number from a PureCloud extension pool. The Web-BasedPhone Configuration Wizard available in Interaction Administrator creates extension pools and assigns extension numbersautomatically. For more information, see Configure the web-based phone feature.

Personal computer with the following items:Speakers and microphone (or headset)Supported web browser

Note: Internet Explorer does not support WebRTC phones.

Google Chrome (recommended) - version 47 or higherMozilla Firefox - version 44 or higher

No feature license for CIC is needed at this time.PureCloud Communicate integration licenseEach PureCloud user needs the Communicate - User role

The web-based phone consumes approximately 80 to 100 Kbps (10-12 KB/sec) of bandwidth for an active call.

Note: Ensure that your network connections between the agent and PureCloud are sufficient to facilitate the bandwidthconsumption for all CIC web-based phone instances in a location.

PureCloud Edge (Standard)PureCloud Edge MiniPureCloud Edge MicroVirtual PureCloud Edge

CIC 2017 R2 or later for on premise CIC.CIC 2017 R3 for PureConnect Cloud/CaaS.

Note: For 2017 R3 and later, ensure that cic-connector in PureCloud is at version 2.0.0.216 or later. The web-based phonerequires CIC 2017 R3 for PureConnect Cloud/Caas.

Configure the web-based phone feature

Requirements: Your CIC administrator must enable this feature and set it up for you. For more information, see Web-basedPhone Requirements.

The following list provides an overview of the configuration process for CIC web-based phone:

User Requirements

Workstation Requirements

Licensing

Network

PureCloud Edge appliance (one or more):

CIC

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1. Enroll in PureCloud Communicate through your Genesys Sales representative.

Note:To configure PureCloud Edge, create WebRTC phone definitions, define tie-lines, and assign phones, you must have theTelephony Admin and admin role in PureCloud.

For more information about PureCloud roles, see Roles and permissions Overview in the PureCloud Resource Center.

2. Install and configure the PureCloud Edge.

Note:The different models of PureCloud Edge have varying capacities, which are affected by the following features and usagescenarios:

• Number of registered stations• Number of concurrent calls• Percentage of active calls recorded• Number of Public Switched Telephone Network (PSTN) calls

To ensure that you have enough PureCloud Edge appliances to facilitate the number of web-based phones that arenecessary in your environment, use the Bandwidth calculator.

3. Use Genesys Cloud for PureConnect Administrator's Guide to integrate your CIC system with your PureCloud organization.4. Ensure each PureCloud Edge device is ready to communicate with CIC:

Note:By default, PureCloud Edge devices communicate through port/protocol 5061/TLS. You can change the port and protocolbut they must match between the PureCloud Edge device and the tie-line.

a. Specify a PureCloud trunk as an intermediate proxy.

Note:Ensure the trunk will allow CIC to send calls to PureCloud. You should also record the port and protocol of the SIP linefor use later in this procedure when you configure CIC to communicate with PureCloud.

b. For each PureCloud Edge appliance, create a site.c. Create a PureCloud Edge group that includes a phone trunk.

5. In Interaction Administrator, select System Configuration > PureCloud in the left pane.6. In the right pane, double-click the Configuration entry.

The PureCloud Configuration dialog box appears.7. Select the Configure CIC web-based phone button.

The first page of the configuration wizard appears. For information on using the first page of the CIC web-based phone wizard,see in Interaction Administrator HelpEach page of the wizard has its own help topic to assist you in configuring CIC web-based phone.

8. Test CIC web-based phones to ensure that they are functioning properly.a. Open a supported web browser and navigate to the Interaction Connect logon page.

Note:Ensure that you use https:// as the web protocol in your web browser.

b. Select your CIC server.c. If prompted, log on using Windows Authentication.

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d. In the Choose a Station page, select the Another Stationoption.e. In the Station Type list box, select CIC web-based phone.

Note:If you do not see CIC web-based phone in the list box, ensure that you are using the https:// web protocol in your webbrowser. If you are using the https:// web browser, validate that the configuration settings described in this procedurefor both PureCloud and CIC are correct.

In the Microphone list box, select the audio input device that you want to use for CIC web-based phone.f. If the Speaker list box is displayed, select the audio output device that you want to use for CIC web-based phone.

Important!The Speaker list box is not displayed in the Firefox web browser.

g. Select the Choose Station button.

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h. Do the following tests and ensure that CIC web-based phone receives each call and the audio functions as expected:Place an outbound call.Call your extension from another telephone.Call your DID telephone number.

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Web-based Phone Processing

Requirements: Your CIC administrator must enable this feature and set it up for you. For more information, see Web-basedPhone Requirements.

The following diagram and table explain how CIC supports WebRTC communications for the web-based phone feature, includingnetwork protocols and sequence.

Process Step Description

Logon A1 The Interaction Connect user logs on to PureConnect. The PureCloud Extension number that the administratorassigned to the user is automatically selected and used by Interaction Connect.

A2 Interaction Connect automatically logs the user on to PureCloud using the WebRTC station.

A3 Session Manager registers the user's PureCloud Extension number with the Telephony Services component ofthe CIC server as a Remote Number workstation.

Callcontrol

B1 For the Remote Number connection, the Telephony Services component of the CIC server calls the PureCloudExtension number through a tie line that is facilitated by PureCloud Edge.

B2 PureCloud Edge relays the incoming PureCloud Extension call to PureCloud Services.

B3 PureCloud Services facilitates the exchange of signaling messages and application data between PureCloudEdge and Interaction Connect to establish a WebRTC session.

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Web-based phone limitations

Requirements: Your CIC administrator must enable this feature and set it up for you. For more information, see Web-basedPhone Requirements.

At this time, the CIC web-based phone feature has the following limitations:All CIC web-based phones are treated as remote numbers.The CIC web-based phone feature facilitates only audio communications, video communications are not available at this time.The CIC web-based phone feature supports only the following web browsers:

Google Chrome - version 47 or higherMozilla Firefox - version 44 or higher

For more information about software requirements for CIC, its subsystems, and features, see CIC System Software Requirements.

Log on with a Web-Based Phone

Requirements: Your CIC administrator must enable this feature and set it up for you. For more information, see Web-basedPhone Requirements.

Save your settings

At several points in this log on process, you can select a check box that saves your selections. This enables you to skipsteps when logging on in the future. After you log on, you can adjust these automatic logon settings in the Connection pageof the Applications Settings dialog box. You can also change your microphone and speaker selections in the Web-BasedPhone page of the Applications Settings dialog box.

Tip: If your CIC administrator has enabled Single Sign On and you select the Always use this server check box, you logback in automatically anytime you don't log off Interaction Connect but just close and reopen your browser.

To log on to Interaction Connect:1. Point your browser to the logon page.

Tip: Your CIC administrator can supply the URL for the logon page. If you have questions about any of the requiredentries, click the Help link in the Application bar.

2. If your organization uses more than one CIC server, you can choose a server:

Note: You choose a CIC server at your initial logon, even if there is only one available.

a. If available, in the logon page, in the Application Bar, click the name of the currently selected server.

b. In the Choose Your Interaction Center Server dialog box, do one of the following:

If available, select a server from the Server drop-down list.Type the name of the appropriate CIC server in the Server text box.

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c. Optionally, to save your selections, select the Always use this server check box.d. Click Choose Server.

3. Optionally, change the language used in the interface. In the Application bar, click the name of the currently selected languageand select a different language.

Note: This option is available only if your CIC administrator installs optional language packs on the CIC server. Also,your browser's language setting controls the formats used for dates, times, currency, and numbers.

4. If your CIC administrator has enabled Single Sign On, in the Log on With dialog box, do one of the following:

Click Windows Authentication to use your Windows user ID and password to log on.Click Interaction Center Authentication to use your CIC user name and password to log on.Click the button for the alternate Identity Provider configured by your CIC administrator.

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Note: The Log on With dialog box is available only if you can use more than one type of credentials to log on.

5. Enter the appropriate log on credentials by doing one of the following:

If you selected Interaction Center Authentication, enter your CIC User ID and Password as configured in InteractionAdministrator. Click Log On.

Note: You also see this dialog box if your CIC administrator has not enabled Single Sign On or you have a CIC2015 R1 server.

If you selected Windows Authentication, enter your Windows user name and password. Click Sign In.

Note: This dialog box does not appear if your CIC administrator configures your browser to enable Windowscredentials to automatically pass to the CIC server. Also, the appearance of this dialog box varies according tothe browser you use.

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If you selected another Identity Provider in the Log on With dialog box, follow your CIC administrator's instructions forentering credentials and logging on.

6. In the Choose a Station dialog box, select Another Station.

7. From the Station Type drop-down list, select Web-Based Phone.

Note: Your Microphone and Speaker selections are saved automatically for your next logon when you select the Web-Based Phone.

8. Make a selection from the Microphone and Speaker drop-down lists.

9. To test the microphone, click the Test Microphone icon next to your selection. Speak in your normal tone of voice.

Result: A progress bar appears. Green indicates a comfortable volume for your listener. Yellow indicates the volume is tooloud. A blank progress bar indicates a failed test.

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Click the Stop button (black square) when you complete the test.10. To test your Speaker selection, click the Test Speakers icon next to your selection. Adjust the volume in the normal way for

your speakers or headset.

11. Select or clear the Use this station automatically the next time I log on check box and click Choose Station.

Result: The web-based phone dialog box appears and it remains open for as long as you use the WebRTC phone as yourstation. Status is the connection status of your WebRTC phone

Related TopicsChange Your PasswordWeb-Based PhoneChange your Web-Based Phone settingsLanguage SettingLogging OnSingle Sign On

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Change your Web-Based Phone settings

Requirements: Your CIC administrator must enable this feature and set it up for you. For more information, see Web-basedPhone Requirements.

If your current station is a web-based phone, you can change your phone settings at any time.1. In the Applications Settings dialog box, click Web-Based Phone.2. Select a microphone and speaker from the drop-down lists.

Note: Chrome users can select their microphone and speaker. Firefox users can only select their microphone.

3. Optionally, test your Microphone and Speaker.a. To test the microphone, click the Test Microphone icon next to your selection. Speak in your normal tone of voice.

Result: A progress bar appears. Green indicates a comfortable volume for your listener. Yellow indicates thevolume is too loud. A blank progress bar indicates a failed test.

Click the Stop button (black square) when you complete the test.b. To test your Speaker selection, click the Test Speakers icon next to your selection. Adjust the volume in the normal way for

your speakers or headset.

4. Click Save Settings.

Related TopicsWeb-Based Phone

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Use a Web-Based Phone

Requirements: Your CIC administrator must enable this feature and set it up for you. For more information, see Web-basedPhone Requirements.

You can use your workstation's microphone and speakers or headset to participate in phone conversations.

Tip: Don't refresh your browser while you are on a connected call and using a web-based phone. This disconnects the call.

Use the Web-Based Phone dialog box to monitor the connection status of your WebRTC phone. You can use the DisconnectCall button to disconnect a call. This is similar to hanging up a physical phone to end a call. This additional method ofdisconnecting is useful if Interaction Connect becomes unavailable during a switchover.

Use the Queue Control toolbar to perform standard call control operations such as picking up, transferring, or disconnectingcalls.

Use your keyboard and the Dial a number field to place calls.

Use the Dial Pad in the My Interactions Sidebar to make calls. Or you can use the Dial Pad to make menu selections by sendingDTMF tones to a connected call.

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WidgetsWidgets are streamlined and lightweight elements you can add to your company’s website to support activities like chatting with anagent. PureConnect Widgets are JavaScript-based, cloud-hosted, and cloud-configured extensions that implement the GenesysWidgets API under a continuously integrated and deployed release model.

Interaction Connect supports the configuration of Genesys Widgets for use in your company’s website. These widgets are easy toconfigure and deploy by means of code snippets you include in your company’s website.

Note: Genesys widgets do not require the use of Interaction Web Tools.

Requirements: To deploy a widget, you must have a public-facing web portal with a reverse proxy. To display the Widgets view,you need the Widgets Configuration Administrator Access right. To create widgets and configure every widget property, youalso need the Widget Configuration Master Security right. If you can display the Widgets list, but do not have the SecurityRight, then you can't create widgets and can only configure widget properties listed on the Unrestricted Properties page. Onlyan Interaction Connect user with both the Widgets Configuration Administrator Access right and the Widget ConfigurationMaster Security right can select these Unrestricted Properties.

For developers, the Genesys Widgets Reference provides information for commands, events, configuration, and localizationdetails for Genesys widgets. PureConnect uses a subset of the Genesys widgets available in PureEngage.

Widget TypesWeb Chat: The Web Chat widget enables a website visitor to start a live chat with company representative. This creates aPureConnect Chat interaction that is routed to the appropriate queue.Callback: Website visitors can request a call from one of your agents. The Callback widget provides a form for website visitordetails. PureConnect routes this information as a Callback interaction to the appropriate queue.Call Us: Website visitors can initiate a call to any selected phone number displayed on the Call Us widget. This initiates a callinteraction that is routed to the appropriate agent.Offers: Use the Offers widget to display a product or promotion along with an image or video. You can select from Toaster orOverlay mode.Sidebar: A Sidebar widget contains displays icons, titles, and command shortcuts for the widgets available on your companywebsite.Chatbots: PureConnect supports not only the Genesys Intelligent Automation chatbot, but also chatbots from third-partyvendors.

Simple Configuration and DeploymentYou do not need developer skills to configure and deploy a Widget. See Configure a Widget and Deploy a Widget.

Related TopicsWidgets General ConfigurationWidgets Plugins ConfigurationWidgets Extensions ConfigurationWidgets Unrestricted Properties Configuration

Widgets ViewThe Widgets view enables you to configure widgets. You can then generate the JavaScript snippet that enables you to deploy awidget to your company's website.

Requirements: See Widgets.

Tip: To display the Widgets view, see Add or Close Views.

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1 Toolbar New (Add), Refresh, and Delete controls.

To update the Widgets view and display any new Widget configurations created by other InteractionConnect users, click Refresh

Note: The Widgets view does not update automatically.

2 Columnheadings

Move columns by dragging and dropping column headings. For more information, see CustomizeColumns.

3 Widgets list The list of widget configurations.

4 Selectedwidget

To edit or delete a Widget configuration, select a Widget from the list.

5 Help Click for Widgets view help.

6 Configurationpanel

A slide out panel for adding or editing Widget configurations.

7 Required A red asterisk indicates a required field.

8 Help To display help for a selected field, point to this icon.

9 Copy Script After you configure a widget, click this control to generate a JavaScript snippet in the form of an HTMLscript tag.

Note: You deploy widgets by adding this JavaScript snippet to the appropriate page in yourcompany's website. See Deploy a Widget.

Related TopicsWidgetsConfigure a Widget

Custom Themes and FormsYou can customize the appearance of any type of Genesys Widget. If needed, you can also change the layout, content, and otherfeatures of the Chat Registration form.

Use a custom theme to change the appearance of Genesys Widgets. Use CSS properties to control non-structural properties suchas color and font-family. For information about creating and registering a custom theme, see Styling the Widgets.

You then include this name of your theme in the Custom JSON field on the Widget General Configuration page.

Example 1:

{"main":{"theme":"mytheme","themes":{"mytheme":"cx-theme-mytheme"}}}

Example 2:

In this example, we are modifying the Chat registration form to change the Subject from a textbox to a dropdown with options.

{ "webchat": { "form": { "wrapper": "<table></table>", "inputs": [ { "id": "cx_webchat_form_firstname", "name": "firstname", "maxlength": "100", "placeholder": "@i18n:webchat.ChatFormPlaceholderFirstName", "label": "@i18n:webchat.ChatFormFirstName" },

Themes

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{ "id": "cx_webchat_form_lastname", "name": "lastname", "maxlength": "100", "placeholder": "@i18n:webchat.ChatFormPlaceholderLastName", "label": "@i18n:webchat.ChatFormLastName" }, { "id": "cx_webchat_form_email", "name": "email", "maxlength": "100", "placeholder": "@i18n:webchat.ChatFormPlaceholderEmail", "label": "@i18n:webchat.ChatFormEmail" }, { "id": "cx_webchat_form_subject", "name": "subject", "maxlength": "100", "placeholder": "Select an option", "label": "@i18n:webchat.ChatFormSubject", "type": "select", "options": [ { "text": "Request a Qoute", "value": "Qoute_Request" }, { "text": "Make a Payment", "value": "Payment" } ] } ] } } }

Genesys provides a default Web Chat registration form. This form is shown to website visitors requesting a live chat with one ofyour agents.

You can change the layout, input type, label, and attributes for each input in this Chat Registration form. For more information, seehttps://docs.genesys.com/Documentation/GWC/Current/WidgetsAPI/CustCRF.

You then copy and paste the JSON for the custom form into the Custom JSON field on the Widget General Configuration page.

Note: While you can add extra form fields with custom JSON, you need an extension to pass values from the form through tothe interaction that gets created. For more information, see Widgets Extensions Configuration.

Forms

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PureConnect Widget ExtensionsThis topic describes widget extensions that are specific to PureConnect. They are in addition to the functions described in thePureEngage Genesys Widgets and Genesys Widgets Extensions documentation.

The following functions can be called from within a custom extension for PureConnect Widgets. Note that the "service" object isobtained in a custom extension by invoking CXBus.registerPlugin("pluginName"). Also, If you use custom attributes, the serverprefixes attribute names with WebTools_.

This function takes in a custom object that is sent to the SpeechStorm plugin for use with MicroApps. The parameter cannotcontain complex objects – it must be a flat key-value pair object.

Example:

service.command("WebChatService.setSpeechStormCustomData", { parameter1: "value1", parameter2: "value2" });

This function takes in an array of objects that define the routing contexts for a chat. This function must be called prior to a chatbeing started.

Example:

service.command("WebChatService.setChatRoutingContexts", [ { context: "skill1", category: "skills" }, { context: "skill2", category: "skills" }, ]);

This function takes in a dictionary of string/string pairs. This function allows a custom extension to set additional InteractionAttributes on a PureConnect chat. This function must be called prior to a chat being started.

Example:

service.command("WebChatService.setChatAdditionalAttributes", { attributeName1:"attributeValue1", attributeName2: "attributeValue2", });

This function takes in a dictionary of string/string pairs. This function allows a custom extension to set custom parameters on aBot chat. This function must be called prior to a chat being started.

Example:

service.command("WebChatService.setBotCustomParameters", { attributeName1:"attributeValue1", attributeName2: "attributeValue2", });

This function takes no parameters and clears the value provided in WebChatService.setBotCustomParameters. This function isautomatically called when a chat is started, but is also provided for convenience if a custom extension needs it.

Example:

service.command("WebChatService.clearBotCustomParameters");

WebChatService.setSpeechStormCustomData

WebChatService.setChatRoutingContexts

WebChatService.setChatAdditionalAttributes

WebChatService.setBotCustomParameters

WebChatService.clearBotCustomParameters

WebChatService.setBotName

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This function provides an API to allow the customization of the bot name.

Example:

service.command("WebChatService.setBotName", { botName: "Alex" });

This function takes in an object that defines notes that should be set on a PureConnect chat. This function must be called prior toa chat being started.

Example:

service.command("WebChatService.setChatNotes", { notes: "notes" });

Configure a WidgetThe Widgets view enables you to create, configure and deploy widgets to your company's website.

Requirements: See Widgets.

Tip: To display the Widgets view, see Add or Close Views.

To create a widget:1. In the Widget view, click New.2. In the Create a Widget panel, type a Name for the widget.

3. Do one of the following:

To configure this widget, click Create. In the Widget configuration panel, complete and save the Widget configuration options.

To save the widget, but delay configuration, click the arrow on the Create button and select Create Without Configuring.

To edit a widget's configuration:1. In the Widgets view, click a Widget configuration name.

Result: The Widget configuration panel appears.2. Update selected configuration options in the Widget configuration panel and then click Save.

Related TopicsDeploy a Widget

Requirements: To configure every widget property, you need the Widget Configuration Master Security right. If you do not havethis Security right, you see only the configuration options made available to you on the Unrestricted Properties page. Formore information, see Widgets.

Tip: To return to the list of Widgets, save any changes and click Cancel.

The General page of the Widgets Configuration panel applies to the widget as a whole and handles themes, languages, and mobiledevices. It also enables you to configure factors unique to CIC such as the IC server name, reverse proxy and whether to use HTTPor HTTPS for communication between the web server and the IC server.

WebChatService.setChatNotes

Widgets General Configuration

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Option Description

IC Server HostNames

Enter the name or names of your IC server and any off server Session Managers. Use a comma toseparate the names.

Tip: Use a FQDN if your reverse proxy cannot talk to your IC server without it. Also, you do not needto enter both server names in a switchover pair.

Reverse ProxyURL

Enter the name or FQDN of the web server functioning as a reverse proxy to the IC server inside yourfirewall.

Note: If you use a reverse proxy with Genesys Intelligent Automation, the Intelligent AutomationURL field on the Genesys Intelligent Automation configuration is ignored and this field is usedinstead. See Plugins Configuration.

Use PureConnectCloud

Select Yes if your organization is a PureConnect Cloud customer.

PureConnect CloudURL

If you set Use PureConnect Cloud to Yes, enter your organization's PureConnect Cloud URL.

Use HTTPS Select the communication port used for communication between the web server and CIC server.If Yes, use the default HTTPS port number of 8019.If No, use the default HTTP port number of 8018.

Debug Enable debug logging from the bus to appear in the browser console.

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Theme You can change the appearance of Genesys Widgets using themes. Themes allow you to change colorsand fonts for widgets.

Here is an example of the Dark Chat theme.

Note: To use a custom theme, you can Inject your own custom JSON into the configuration. SeeCustom Themes and Forms.

Fallback Language The language used in the widget is based on browser preference. If the widget is unable to use any ofthe browser's preferred languages, then the widget uses the language selected here. You select from theavailable i18n Language Packs.

Internationalizationfile path

Default English language strings are built into each widget and are displayed by default. Defining thisi18n language pack overrides the built-in strings. Enter a path to a remote i18n.json language pack file.

Note: Your organization must maintain and host this file.

Warning: This is a customization option best reserved for developers. The developer would need toensure that they include all of the localization keys the widget uses. These localization keys are partof the source code and are not documented. Seehttps://docs.genesys.com/Documentation/GWC/8.5/Deployment/GWCInternat.

Custom StylesheetID

Enter the HTML ID of a <style> tag that contains CSS overrides, custom themes, or other custom CSSintended for Genesys Widgets. On startup, Widgets move this <style> tag to the end of the document sothat 1:1 CSS class overrides apply correctly.

Download GoogleFont

By default, the Widgets CSS refers to the Roboto font, available at https://fonts.google.com/. To preventthe Roboto font file from being downloaded at startup, set this option to No.

Note: Set this option to No if you have security concerns regarding including fonts from third partysources, to optimize your page load time, or if you already include Roboto on your website.

Mobile Mode Select one of the following:True forces Mobile Mode on all devices.False disables Mobile Mode completely.Auto causes Genesys Widgets to switch automatically between Mobile and Desktop Modes. TheWidget code detects whether the website visitor is using a desktop browser or mobile browser.

Mobile ModeBreakpoint

Set a breakpoint width in pixels where Genesys Widgets switches to Mobile Mode. This breakpoint ischecked at startup only.

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Custom JSON Inject your own custom JSON object into the configuration.

Note: You can use this field to extend the Widgets configuration beyond its current structure. Inorder for this field to work properly, it must contain valid, parsable JSON. For more information, seeCustom Themes and Forms.

Related TopicsConfigure a WidgetWidgets Plugins ConfigurationWidgets Extensions ConfigurationWidgets Unrestricted Properties

Requirements: See Widgets.

The Plugins page of the Widgets view has settings specific to each type of widget. To configure a specific type of widget, set theappropriate toggle switch to ON and expand the corresponding section of the Plugins page.

Expand the following configuration instructions for each type of plugin.

Widgets and the Sidebar

To enable the Callback, Call Us, or Offers widgets you must also add them to the Sidebar. Or you must add some JavaScript code toyour website that tells the CXBus to open those widgets.

Examples:

To open the Callback widget, use: window.CXBus.command(“Callback.open”)To open the CallUs Widget, use: window.CXBus.command(“CallUs.open”)To open the Offers window, use CXBus.command(“Offers.open”)

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These commands could be tied to a button press or a timer. If, for instance, you want an offer to just appear for the customer.Using JavaScript code is really an advanced scenario, but gives you better control over when the widget should appear.

Possible Display Issue

If you use the Sidebar and position it Right and also enable the Chat button in the Web Chat widget configuration, this causes adisplay issue. The two controls overlap. To avoid this, add the WebChat widget to the Sidebar and do not display the Chat button.

Web Chat

The Web Chat widget enables a website visitor to start a live chat with company representative. This creates a PureConnect Chatinteraction that is routed to the appropriate queue.

Note: Configuration of the Web Chat Plugin is not required for Altocloud chats. The Web Chat Plugin configuration is neededonly for web chats. For more information about chat types, see Working with Chat Sessions.

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Option Description

EmojisEnabled

Enable or disable the Emoji menu inside the Chat message input.

ProactiveEnabled

If you enable proactive chat, a website visitor is invited to chat after a defined interval.

ProactiveIdle Timer

Set an interval in seconds. This defines the time that lapses between a visitor reaching your webpage and theappearance of a chat invitation.

ProactiveCancel Timer

Set the number of seconds a proactive chat invitation is visible before it automatically cancels itself anddisappears.

Chat ButtonEnabled

Enable or disable the appearance of a Chat button on screen.

Note: Enabling the appearance of the Chat button while using the Sidebar and positioning it Right causes adisplay issue. If you use the Sidebar, add the WebChat widget to the Sidebar and do not display the Chatbutton.

Chat ButtonOpen Delay

Set the number of milliseconds delay before the Chat button appears on screen.

Chat ButtonEffectDuration

Set the length of the Chat button "fade in" animation effect in milliseconds.

Chat ButtonHide DuringInvite

Set this to Yes to hide the Chat button when Proactive Chat is enabled. When the invitation is dismissed,reveal the Chat button again.

Target Type Select a queue type.

Target Name Enter the name of the queue as configured in Interaction Administrator.

Note: PureConnect uses Target Type and Target Name for ACD routing purposes.

Callback

The Callback widget provides a form for website visitor details. PureConnect routes this information as a Callback interaction tothe appropriate queue.

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Option Description

Target Type Select a queue type.

Target Name Enter the name of the queue as configured in Interaction Administrator.

Note: PureConnect uses Target Type and Target Name for ACD routing purposes.

Country Codes To enable the display of country codes for phone numbers, select Yes.

Call Us

Website visitors can initiate a call to any selected phone number displayed on the Call Us widget. Enter the contact information asit should appear on the Call Us widget.

You can add multiple contacts and sets of business hours to the Call Us widget.To add new contacts or sets of business hours, click the + Add Contact or + Add Hours button.To delete a selected contact or set of business hours, click the appropriate trash can icon.

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Option Description

Name Enter a contact's name or a label for the phone number.

Number Enter the contact's phone number.

LocalizedOverride

Instead of the display name, enter a String Name from your localization file. This "i18n" property overrides thedisplay name.

Note: The first contact displays as the larger, main number. Additional numbers appear stacked in thephone number section of the widget.

Hours Enter the business hours (for example, 8AM - 5PM Mon-Fri).

Note: Multiple entries appear stacked in the business hours section of the widget.

Offers

The Offers widget enables your website visitors to view a product or a promotion along with an image or video. You can select fromToaster or Overlay mode.

Option Description

URL Enter the URL to open when the website visitor clicks on the image or button.

Title Enter a title for the widget. This text appears in the widget header.

Headline Enter the text to appear in larger text above the body.

Body Enter the main body text of the widget.

Button Text Enter the text to be displayed inside the button.

Timeout Enter a delay in milliseconds after which the widget closes if there is no interaction.

Image URL Enter the URL of an image that appears when the website visitor clicks on the image or widget button.

Video URL Enter the URL of a YouTube or Vimeo video that appears in the Offer widget.

Note: If an image URL is present, the image replaces this video.

Display Mode Select the Toaster or Overlay display mode:

Toaster mode displays automatically, then fades out after the delay entered in Timeout. In Overlay mode,the widget displays until the website visitor closes it.

Text Position Select the text location to the left or right side of the image or video. This applies only to the Overlaydisplay mode.

Allow 3rd PartyVideo Libraries

To allow the widget to load 3rd party video libraries from YouTube or Vimeo, select Yes. This enables thewidget to show videos within an offer. This option is disabled by default.

Sidebar445

A Sidebar widget contains displays icons, titles, and command shortcuts for the widgets available on your company website.

A channel is a widget plugin that appears in the Sidebar widget. You can add multiple channels to the Sidebar widget.To add a widget plugin to the Sidebar, complete the configuration and click the + Add Channel button.

To remove a widget plugin from the Sidebar, click the trash can icon at the bottom of the configuration.

Option Description

Show onStartup

Display the sidebar on the screen when the Sidebar is launched.

Position Select the position of the Sidebar on the screen. The default is Right.

Expand onHover

To enable the expand (slide-out) or contract (slide-in) behavior of the sidebar, select Yes.

Channels In this section, click the +Add Channel button, then configure the appearance and operation of one channel ata time for the Sidebar widget.

Note: The order in which the channels appear in the Sidebar widget is based on the order in which youdefine them in this Sidebar widget configuration.

Plug-inName

Enter the name of the channel. If you enter a reserved name, the default values for that plugin appear.

Note: The plug-in name should not contain spaces. The name must also match the case the Widget codeexpects. Acceptable values are: WebChat, Callback, CallUs and Offers.

ClickCommand

Change the name of the command that is triggered when the website visitor selects a Sidebar option.

ClickOptions

Enter valid command options used when the click command is executed.

DisplayName

Optionally change the default display name for this channel with your own static string. Or to achievelocalization, use an i18n query string. Syntax: @i18n:<plugin namespace>.<display key>.

DisplayTitle

Change the default tooltip content for this channel with your own static string. Or to achieve localization, usei18n query string. Syntax: @i18n:<plugin namespace>.<display key>.

Icon Change the default icon for this channel.

On Click Define a custom on click function. This overrides clickCommand and clickOptions.

Chatbots

PureConnect supports not only the Genesys Intelligent Automation chatbot, but also chatbots from third-party vendors.446

Requirements: To support third-party chatbots, the IC Server must be running CIC 2019 R1 Patch 5 version or later.Alternatively, you can apply a gap ES to an IC Server running CIC 2019 R1 Patch 4. Chatbot support also requires InteractionConnect version 2019 R1 Patch 5 or later.

Select the appropriate provider from the Bot Provider dropdown list, then expand the appropriate section below for configurationinstructions.

Amazon Lex

Amazon Lex is an interface for building conversation bots. The default Amazon Lex UI with slots does not enable you to set upthe required session variables. In an Amazon Lex box, you set up session variables as part of an AWS Lambda function.Youmust handle all the intents within the Lambda function code.

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Option DescriptionAmazon LexBot Alias

Enter the alias that points to a specific version of your chatbot.

Amazon LexBot Name

Enter the name of your chatbot.

AWS Region Enter the name of the Amazon region in which your chatbot instance is available.AWSCongnitoIdentity ID

Enter the ID for temporary, limited-privilege credentials to your chatbot which enables it to use AWSresources.

Amazon LexWelcomeMessageTrigger

Chatbots expect a welcome message when starting a chat session. Amazon Lex does not send one bydefault as it reacts to incoming messages only. Enter a word or phrase that chatbots can send to theAmazon Lex bot to invoke the configured welcome message.

Amazon LexChat TransferIdentifier

Enter the session attribute name that indicates the consumer is requesting to be transferred to an agentor customer service person.

Amazon LexChat EndedIntent

Enter the session attribute name that indicates the consumer has ended the chat.

Genesys Intelligent Automation

The PureConnect integration with Genesys Intelligent Automation is a fully tested, secure offering that allows easy integrationof bots and other services with on-premises and cloud implementations of PureConnect. It uses a serverless, event drivenmicroservice that deploys to, and resides in the cloud. For more information, see the PureConnect Integration with GenesysIntelligent Automation Technical Reference.The Genesys Chatbot can appear like this to your website visitors:

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Option DescriptionIntelligentAutomationURL

If you set Use a Reverse Proxy for Intelligent Automation to No, enter the full URL for the GenesysIntelligent Automation server.If you provide this URL, the Intelligent Automation Server field is ignored.

IntelligentAutomation SiteID

Enter the Intelligent Automation Site ID that Genesys Intelligent Automation generated when youcreated an application or module for the chatbot flow. For more information, see the PureConnectIntegration with Genesys Intelligent Automation Technical Reference.

IntelligentAutomationAuthorizationKey

Enter the Intelligent Automation key that Genesys Intelligent Automation generated when you created acompany. For instructions about identifying this key, see the PureConnect Integration with GenesysIntelligent Automation Technical Reference.

Use a ReverseProxy forIntelligentAutomation

Enable or disable using a reverse proxy for the Genesys Intelligent Automation server.

IntelligentAutomationServer

If you set Use a Reverse Proxy for Intelligent Automation to Yes, then enter the FQDN of the GenesysIntelligent Automation server.If you use a reverse proxy, the Intelligent Automation URL field is ignored. The Reverse Proxy URL fieldon the General tab is used to create the end-result URL to assess Intelligent Automation.

GIA version9.0.102+

If you are using GIA version 9.0.102 or later, select Yes.If you are using a GIA version earlier than 9.0.102, select No.

Use ChatPersona

To use the Visual Persona in GIA version before 9.0.102, select No.To use the Chat Persona in GIA version 9.0.102+, select Yes.For more information about configuring a chat persona in Genesys Intelligent Automation, seehttps://docs.genesys.com/Documentation/GAAP/Current/iaHelp/Personas.Selecting Yes enables the Genesys Intelligent Automation (GIA) chatbot to use buttons, images,and videos rich media types. For more information about rich media, seehttps://docs.genesys.com/Documentation/GAAP/latest/iaHelp/RichMedia.As part of configuring GIA in PureEngage, the admin must also select Text, Buttons, and Videos inthe Callflow Preferences as part of the chat-based persona. If the admin does not select theseoptions, the rich media does not show up in GIA chats.The admin must write custom scripts to use any of the other rich media types such as QuickReplies in GIA chatbots. For more information, seehttps://docs.genesys.com/Documentation/GWC/latest/Deployment/GWCRM.

Google DialogFlow

When you create a Google Dialogflow bot, you set up intents that get matched in the bot as the consumer types. For eachintent, you can associate an action. Dialogflow processes the chat as directed by this bot configuration.For more information, see https://dialogflow.com/.

Option DescriptionGoogleAuth ClientEmail

Enter the email address associated with the service account in DialogFlow that has access to interact withthe DialogFlow bot.

GoogleAuth ClientKey

Enter the private key for the certificate associated with the service account in DialogFlow that has accessto interact with the DialogFlow bot.

Tip: The client key should be the entire private_key string, including the -----BEGIN part. Don’t include the\n at the end.

DialogFlowProjectName

Enter the project name for the DialogFlow bot.

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DialogFlowChatTransferIdentifier

DialogFlow does not have the concept of a consumer requesting to be transferred to an agent or customerservice person. To enable chatbots to determine that a consumer is requesting to talk to someone otherthan the bot, we need to know what to look for.Enter the name of the boolean parameter that is configured inside an intent that denotes the consumerwants a transfer. Parameters are set on an intent in this section in DialogFlow:

DialogFlowChatEndedIdentifier

This is the name of the field that chatbots looks for to determine if a chat session is completed. By default,if an intent is set up with Set this intent as end of conversation turned on, then this value should beend_conversation. However, if a custom parameter is used (like the transfer identifier), this would be thename of the parameter that denotes that the chat has ended. The default mechanism to handle this in anintent is as follows:

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IBM Watson

IBM Watson is an enterprise-ready, artificial intelligence platform. IBM Watson can be used to build AI-integrated chat bots.You configure actions and responses on chatbot nodes in Watson Assistant dialogs. IBM Watson processes the chat asdirected by this bot configuration.

Option DescriptionIBM WatsonURL

Type the URL for the region (location) in which this chatbot is deployed.

IBM WatsonUser Name

Enter the email address associated with the IBM Cloud Account user.

IBM WatsonPassword

Enter the password for the IBM Cloud Account.

IBM WatsonWorkspace

Enter the Workspace ID associated with the skill under API details.

IBM WatsonVersion ID

Enter the Watson version number under which this chatbot is running.

IBM WatsonChatTransferIdentifier

Watson does not have the concept of a consumer requesting to be transferred to an agent or customerservice person. To enable chatbots to determine that a consumer is requesting to talk to someone otherthan the bot, we need to know what to look for.

Enter the name of the boolean parameter that is configured on a node to denote that the consumer wantsa transfer. Select Dialog and navigate to the appropriate node.

In the node corresponding to the consumer requesting a chat with an agent, define a variable indicatingthe transfer request. For example, $transfer_requested and true.

This is usually accompanied by a variable for disconnecting from the IBM Watson chatbot; that is a "chatended" variable.

IBM WatsonChat EndedIntent

IBM Watson does not have a built-in end of conversation indicator. Define a context variable on a nodethat enables Watson to identify that the consumer has ended the conversation.

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For example, in the Goodbye portion of the chatbot, in the appropriate dialog, define a variable thatindicates the conversation is over. Open the context editor by clicking the ellipsis by Then set context.

Then open the context editor by clicking the elipsis by Then respond with. Then add a context variable bysupplying an identifier and a value; for example, $chat_ended and true.

WebIVR

Genesys Intelligent Automation can provide your customers with chat bot-based access to your WebIVR applications. Customerscan converse with a bot using natural language to accomplish various business needs, such as making a payment or checking anaccount balance.

You can use WebIVR-based MicroApps in chat interactions to accomplish various business tasks. For example, if an agent ishelping a customer with a purchase and you want to collect credit-card information, you can use a MicroApp to securely capture theinformation without requiring it to go through the agent.

For more information, see https://docs.genesys.com/Documentation/GAAP/Current/iaRef/WebIVRWidgets.

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Option Description

MicroApps Enabled Set this to Yes to use WebIVR-based MicroApps in chat interactions.

Intelligent Automation URL If you set Use Reverse Proxy for MicroApps to No, enter the full URL for the Genesys IntelligentAutomation server.

Use a Reverse Proxy forMicroApps

Enable or disable using a reverse proxy for the Genesys Intelligent Automation server.

Intelligent AutomationPublic URL

If you set Use a Reverse Proxy for MicroApps to No, enter the full URLfor the GenesysIntelligent Automation server.

Related TopicsConfigure a WidgetWidgets View

Requirements: To configure Extensions, you need the Widget Configuration Master Security right. For more information, seeWidgets.

Extensions are add-ins created by your developers and added to a Genesys widget. For information about creating an extension to aGenesys widget, see Genesys Widgets Extensions,https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/GWCBusExtensions in the Pure Engage DocumentationLibrary.

Option Description

Title Enter a descriptive name for the extension.

URL Enter a URL that points to your extension implementation. The location would most likely be on your web server orcloud hosting service.

Related TopicsConfigure a WidgetGeneral ConfigurationWidgets Plugins ConfigurationUnrestricted Properties Configuration

Widgets Extensions Configuration

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Requirements: To configure Unrestricted Properties, you need the Widget Configuration Master Security right. For moreinformation, see Widgets.

Use the Unrestricted Properties page to control which properties Supervisors can configure. These are usually limited to low-riskproperties that are directly related to their jobs. Supervisors are users who can display the Widgets view but can configure onlyselected options. Supervisors have the Widgets List Administrator Access right, but do not have the Widget Configuration AdminSecurity right.

Example

You might enable Supervisors to control ACD routing by allowing them to change which ACD enabled workgroup receives chats.You would give Supervisors the right to change the Webchat: Target Name. Supervisors could then change chat routing in anemergency, for a holiday, or in anticipation of an increased workload.

To set Unrestricted Properties, do one of the following:To add a property, click in the Unrestricted Properties for Supervisor box and select a property.To remove a property, click the X before the name of a selected property.

Related TopicsConfigure a WidgetGeneral ConfigurationWidgets Plugins ConfigurationWidgets Extensions Configuration

Widgets Unrestricted Properties Configuration

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Deploy a WidgetFollow these steps to add a widget to your company's website:1. Create and configure a widget. See Configure a widget.2. Generate a JavaScript snippet in the form of an HTML script tag. In the Widgets view Configuration panel, click the Copy Script

control for the selected widget.

3. In the Widget Script dialog box, click Copy to Clipboard. This copies the code snippet to your Windows clipboard.

4. Close the notification and then copy and paste this code snippet in a text file.5. Add this JavaScript snippet to the appropriate page in your company's website.

Note: Depending on your website access rights, you may have to ask someone in your IT group to insert this snippet foryou.

Related TopicsConfigure a Widget

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Workgroups

Change Your Workgroup Activation Status

Requirements: You need the Activate self Access Control right for the selected workgroup to change your workgroupactivation status. You also need to be a member of that workgroup. Finally, the workgroup must be configured as Active andalso have an ACD queue.

In order to receive an ACD workgroup call, you must be logged onto the CIC client, have your workgroup activation status set toActive, and set your status to an "Available" type.

To change your workgroup status:Click the Workgroup Activation button in the My Status section to display the Workgroup Activation dropdown list where youcan click the activation status toggle switch for the workgroups to which you belong.

Related TopicsView Other Workgroup Members Activation StatusIntroduction to Queues

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Change a User's Activated Workgroups

Requirements: You need the Interaction Supervisor Plug-In: Workgroups license. To use this license, you must also enablesupervisor features. You also need the Modify Workgroup Queues Access Control right for the selected workgroup.

If you have the appropriate license and right, you can manage other users' workgroup activation status from various places inInteraction Connect.

You can launch the dialog for managing a user's activation status from these places in Interaction Connect:Directory views, like the Company Directory or a Workgroup DirectoryAgent Statistics view

To change the workgroup activation status for a selected user:1. Do one of the following:

In the Agent Statistics view for the selected user, click Manage Activations.In the Company Directory or a Workgroup Directory, select the user and click the User Activations button.

2. Optionally, in the Manage Activations dialog box, type all or part of a workgroup's name in the Search text box.3. Click the activation status toggle switches to activate or deactivate the selected user in a selected workgroup.

Note: A green checkmark indicates the agent is activated. A red X indicates the agent is deactivated.

4. Click Change Activations.

Related TopicsChange Your Workgroup Activation Status

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Change a Workgroup's Activated Users

Requirements: You need the Interaction Supervisor Plug-In: Workgroups license. To use this license, you must also enablesupervisor features. You also need the Modify Workgroup Queues Access Control right for the selected workgroup.

If you have the appropriate license and right, you can manage the activation status of all the members of a workgroup from variousplaces in Interaction Connect.

You can launch the dialog for managing a user's activation status from these places in Interaction Connect:Workgroup Directory viewWorkgroup Statistics viewWorkgroup Overview view

To change the workgroup activation status for members of a workgroup:1. Do one of the following:

In a Workgroup Directory view, click the Workgroup Activations button.In the Workgroup Statistics view, click Manage Activations.In the Workgroup Overview view, click Manage Activations.

2. Optionally, in the Manage Activations dialog box, type all or part of a user's name in the Search text box.3. Click the activation toggle switches to activate or deactivate selected users.

Note: A green checkmark indicate the agent is activated. A red X indicates the agent is deactivated.

4. Click Change Activations.

Related TopicsChange Your Workgroup Activation Status

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Display the Workgroup and Profiles View

Requirements: The Workgroup / Profiles Tab Security right enables you to display the Workgroup and Profiles view.

The Workgroup and Profiles view lists workgroups and Attendant Profiles by name. Some special conditions control what you seein the Workgroup and Profiles view.

It does not list individual members of a workgroup, as in a Workgroup directory. It lists only Workgroups.It lists only inbound call profiles that are configured in Interaction Attendant to allow calls to be transferred to them. It does notlist operator profiles or outbound call profiles.

To display the Workgroup and Profiles view:1. In the Add Views dialog box, from the Directories list, select Workgroups and Profiles.2. Click Add View.

Result: The Workgroup and Profiles view appears in the CIC client.

Tip: You can move this view to another part of the CIC client interface. For more information, see Customizing theInterface.

Related TopicsTransfer a Call to a WorkgroupTransfer a Call to an Attendant Profile

Transfer a Call to a Workgroup

Requirements: You need the Search Workgroup Queues Access Control right to a specific workgroup queue in order totransfer an interaction to that workgroup queue.

You can transfer a call directly to a workgroup listed in the Workgroup and Profile directory. This type of call transfer is similar to ablind transfer because you do not speak to the transfer recipient. These procedures assume you are transferring calls from MyInteractions, but you can transfer calls from any queue you are monitoring.

The CIC administrator creates workgroups in Interaction Administrator. Workgroups are logical groups of users (e.g., departments)that can function as a group in the CIC system. Workgroups can have extensions and queues that enable all members of aworkgroup to receive calls notifying the workgroup. In addition, workgroups can receive regular calls and ACD calls that are routedto specific workgroups and agents. Workgroups can also serve as distribution lists (to the members) of voice mail, emailmessages, and faxes from within CIC.

Note: Before you can transfer a call to a workgroup, you need the appropriate right assigned in Interaction Administrator to viewthe workgroup.

To transfer a call to a workgroup:1. Inform the caller that he or she is going to be transferred.2. While the call is still connected, do one of the following:

On the Queue Control toolbar, click the Transfer button.Right-click the call and choose Transfer from the menu that appears.

Result: The Transfer dialog box appears.3. In the Transfer To: text box, type all or part of the Workgroup’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the workgroup you expected, check the search criteria selected in theOptions drop-down list and make sure Workgroups is selected.

4. From the Transfer To drop-down list, do one of the following:

Select the appropriate workgroup name and associated extension number.Select "Dial [your entry] as Digits" to convert a text entry into numbers.

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Result: Status information for the selected CIC Workgroup appears. This enables you to check the workgroup’s currentstatistics before transferring the call. Use this information to estimate the probable wait time for a transferred call.

5. Click the Transfer button.

Result: The transferred call disappears from My Interactions or other queue and is routed to the selected CIC Workgroup.

Note: Before you can transfer a call to a workgroup using this method, you must Display the Workgroup and Profile View. Youalso need the appropriate user rights to view the name of the workgroup in the Workgroup and Profiles directory.

To transfer a call to a Workgroup in the Workgroups and Profiles directory:1. Tell the caller that he or she is going to be transferred.2. Do one of the following:

Drag the call to a workgroup in the Workgroups and Profiles directory view. In the Transfer Confirmation dialog box, clickTransfer.Select a workgroup name in the Workgroups and Profiles directory view and press Enter.Click on a workgroup name in the Workgroups and Profiles directory view. In the Directory toolbar, click Transfer.

Result: The call disappears from My Interactions and is transferred to the appropriate Workgroup queue.

Related TopicsMy InteractionsTransferring Calls

Using the Workgroups and Profiles Directory to Transfer a Call

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View Other Workgroup Members' Activation Status

Requirements: You need the View Directory Status Columns Access Control right for the Activated column to display theActivated column in a Workgroup directory. The View Workgroups Access Control right determines which WorkgroupDirectories you can display. For more information, contact your CIC administrator.

In order to receive an ACD workgroup call, an agent must be logged onto the CIC client, have his or her workgroup activation statusset to Active, and be in an "Available" type of Customer Interaction Center status. You can view the activation status of all membersof a workgroup by adding the Activated column to a Workgroup directory.

You can display the Activated column only on a Workgroup directory view. You cannot display it on the Company Directory view.Activation Status is specific to a workgroup. An agent can be a member of more than one workgroup and be “Active” in one or moreof these workgroups, but “Inactive” in the rest.

Tip: For more information about adding columns to a directory, see Add or Remove View Columns.

Note: A check mark in the Activated column of a Workgroup directory view indicates an "Active" status. An X indicates an"Inactive" status.

Related TopicsChange Your Workgroup Activation StatusCustomize ColumnsView Members of a Workgroup

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View Members of a WorkgroupYou can view the members of a workgroup and their statuses.

Note: For information on adding a workgroup directory view to your CIC client interface, see Add or Close Views.

To view the members of a workgroup:

Click a Workgroup directory tab.

Result: The members of the workgroup directory and their statuses are displayed.

To call a workgroup member:Double-click the member’s name.Click any phone number in the row for the member.

Related TopicsAdd or Close ViewsChange a User's Activated WorkgroupsChange a Workgroup's Activated UsersView Other Workgroup Members Activation StatusWorking with Other Directories

Statistics

Requirements: See Display and Configure Agent Statistics.

The Agent Statistics view summarizes the activity of a single agent in a selected workgroup. This view enables supervisors tomanage agents. It shows user status, workgroup activation status, and the selected agent's specific statistics. It includes a queueview of the interactions assigned to the agent with supervisor-focused queue controls including Coach, Listen, and Join.

Agent Statistics

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Select aWorkgroup drop-down list

Click the down arrow and select a workgroup from the drop-down list or use the search text box to find aworkgroup.

Select an agentdrop-down list

Click the down arrow and select an agent belonging to the selected workgroup.

Select ashift/period drop-down list

Click the down arrow and select the current or previous shift or period.

ManageActivations

To manage workgroup activations for this user, click Manage Activations. See Change a User's ActivatedWorkgroups.

Configure To display or hide alerts for the displayed statistics, click the Configure button.

Note: A supervisor configures alerts in IC Business Manager. These alerts take the form of alerticons (color bubbles) and changes to text including font style, font color, or background color.

Agentinformation

This section displays the agent’s photo, CIC status, time in CIC status, and Workgroup Activation status.

The circle around the agent’s photo also indicates CIC status:Green indicates that the agent is in an ACD Available status and activated in one or more workgroups.Blue indicates that the agent is available, but not in an ACD Available status.Red indicates the agent is in a DND status; for example, At Lunch or In a Meeting,Grey indicates that the agent is not logged on.

Average TalkTime

The average amount of time any connected interaction was connected during the selected shift or period.

Longest TalkTime

The longest amount of time any connected interaction was connected during the selected shift or period.

Selected shift orperiodInteractions

This section displays statistics for non-disconnected interactions currently or previously on the agent’squeue during the selected shift or period.Received is the number of interactions that alerted on this agent’s queue during the current period.Answered is the number of interactions that were answered by the agent.Completed is the number of interactions picked up by the agent and then transferred or disconnected.Held is the number of interactions placed on hold by the agent during the current period.

CurrentInteractions

This section displays the interactions currently on the agent’s queue.

Tip: To select which columns to display, use the Choose Column control on the right side of thecolumn heading row.

Queue ControlToolbar

To assist with or monitor an agent’s interaction, select a current interaction and use the toolbar buttons

Requirements: See Display and Configure the Workgroup Statistics view.

You can view live statistical data for a selected workgroup queue in an efficient and highly visual format. Service Level, AbandonRate and Wait Time statistics display prominently. You can compare statistics for selected workgroup queues by displaying thisview multiple times and selecting a different workgroup each time. With the appropriate license, you can select which statistics youwant to view and also enable alerts for the statistics.

Tip: You can add the view multiple times to monitor more than one workgroup.

Workgroup Statistics

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Select aWorkgroupdrop-downlist

Click the down arrow and select a workgroup from the drop-down list or use the search text box to find aworkgroup.

Requirement: The Statistics Workgroups Access Control right determines which workgroups appear inthe selection drop-down list.

Select ashift/perioddrop-downlist

Click the down arrow and select the current or previous shift or period.

ManageActivations

To change the activation status for members of this workgroup, click Manage Activations. See Change aWorkgroup's Activated Users.

Configure To select and arrange the displayed statistics, click Configure. See Display and Configure the WorkgroupStatistics view.

Requirement: To configure which statistics appear in this view, you need the Interaction SupervisorPlugin: Workgroups license.

AbandonRate Target

Percentage of all interactions on this workgroup queue during the current period that were abandoned. Anabandoned interaction occurs when the external party disconnects before the interaction connects (an agentpicks it up.)

AverageWait Time

The average time all interactions have been in the ACD-Alerting state in this workgroup queue during thecurrent period.

LongestInteractionWaiting

Duration of the longest currently waiting interaction. This interaction has been in the ACD–Wait Agent statethe longest. Its duration is the amount of time that the interaction has waited to be picked up by an availableagent, based on time in queue only.

Tip: N/A indicates that no interactions are currently in the ACD-Wait Agent state.

ServiceLevel Target

The percentage of all interactions in the workgroup queue during the current period that agents picked upbefore exceeding the service level time limit. The CIC administrator configures service levels on a perworkgroup basis in Interaction Administrator.

InteractionsOn Queue

The default arrangement displays the total number of non-disconnected interactions on this workgroup queueduring the selected shift or period.Received is the number of interactions that alerted on this workgroup queue.Answered is the number of interactions that an agent answered.Waiting is the number of interactions currently alerting or on hold.Completed is the number of interactions picked up by agents and then transferred or disconnected.

Tip: If you have the Interaction Supervisor Plugin: Workgroups license you can select and arrange thestatistics in this section. See Display and Configure the Workgroup Statistics view.

Agents onQueue

The default arrangement displays the number of agents belonging to the selected workgroup during theselected shift or period:Logged on + Activated: Agents who logged on to an Interaction Client with their workgroup activation statusset to an "Active" type.Available for ACD Interactions: Agents with their CIC status set to an Available type.On Inbound ACD: Agents working on an ACD-routed interaction.On Inbound ACW: Agents in a "Follow-Up" type status. CIC assigns this type of status when an agent iscompleting After Call Work for an ACD-routed interaction.

Tip: If you have the Interaction Supervisor Plugin: Workgroups license you can select and arrange thestatistics in this section. See Display and Configure the Workgroup Statistics view.

Related Topics

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Display and Configure the Workgroup Statistics view

Requirements: See Display and Configure the Workgroup Overview.

You can view statistics for selected workgroup queues. You can select multiple workgroups and view up to eight statistics perworkgroup. Shift/Period statistics can help you monitor your performance and compare it to that of a selected workgroup. With theappropriate license, you can select which Shift/Period statistics you want to view and also enable alerts for the statistics.

Workgroup Overview

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1 WorkgroupActivationStatus

A check mark indicates that your status is "Activated." An X indicates that your status is "Deactivated."

Tip: To change your workgroup activation status, click a status icon. A gray icon indicates that youdon't have the appropriate rights to change this status. For more information, see Change YourWorkgroup Activation Status.

2 WorkgroupName

The name of the workgroup as defined in Interaction Administrator.

3 WorkgroupStatistics

Tip: Click a column heading to sort the contents of the view. Click the same column heading to sortthe contents in reverse order.

These default statistics appear for each workgroup:Interactions waiting: Number of interactions waiting on this workgroup queue.Logged on agents in this workgroup: Total number of logged-on agents in this workgroup, regardless oftheir status.On inbound ACD interactions: Total number of agents working on inbound ACD interactions in thisworkgroup queue.Longest interaction waiting: The longest connection time of any of the currently connected interactions."N/A" indicates that there are no currently connected interactions.Longest talk time: The longest amount of time any currently connected call has been connected.Agents available: The number of logged-on and activated agents in this workgroup who have an"Available" status.On inbound ACW: Total number of agents performing after call wrap-up work to conclude an inbound ACDinteraction on this workgroup queue.On outbound ACW: Total number of agents performing after call wrap-up work to conclude an outboundACD interaction on this workgroup queue.

4 Configure To choose the workgroups and select the statistics displayed in this view, click the Configure button.

Requirement: The Statistics Workgroups Access Control right determines which workgroups youcan include in the Workgroup Statistics view. To configure which statistics appear in this view, youneed the Interaction Supervisor Plug-In: Workgroups license.

5 Shift/PeriodStatisticscontrol

To display or hide a statistical summary of the current shift or period for the currently selected workgroup,click this control.

Note: The interval statistics do not update when you hide this section.

6 Shift/PeriodStatistics

For more information, see Shift\Period Statistics.

7 ConfigureStatistics

Click Configure Statistics to select the shift/period comparison type and select up to five statistics todisplay in this section. You can also display or hide alerts for the selected statistics.

Requirement: To configure which statistics appear in this view, you need the Interaction SupervisorPlug-In: Workgroups license.

Note: A supervisor configures alerts in IC Business Manager. These alerts take the form of alert icons(color bubbles) and changes to text including font style, font color, or background color.

8 ManageActivations

To change the activation status for members of this workgroup, click Manage Activations. See Change aWorkgroup's Activated Users.

Shift\Period Statistics

By default, Shift/Period Statistics contain a statistical summary comparing the currently selected workgroup’s statistics and yourpersonal statistics as a member of that workgroup. If you have the appropriate Supervisor license, you can select the type of

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comparison made and which statistics appear here.

Your CIC administrator defines start and end times for each shift and also defines the number of minutes in each period (starting atmidnight) for each workgroup. For more information about shift and period definitions, see the Interaction Administrator Help.

Average Talk Time: Average connection time for all currently connected calls.

Note: If there are no currently connected calls, Average Talk Time is N/A (not applicable.)

Longest Talk Time: The longest amount of time any currently connected call has been connected.

Note: Longest Talk Time is not calculated at the workgroup level for the current Shift or Period.

Interactions Received: Number of interactions that have alerted in the workgroup queue or My Interactions.Interactions Answered: Number of interactions that agents picked up.Interactions Completed: Number of interactions that agents picked up and then disconnected, sent to voice mail, parked onorbit, or transferred.

Related TopicsDisplay and Configure the Workgroup Overview

Requirements: You need the Customize Client Security right to add views. To display an Agent Overview for yourself or otheragents, you need the Interaction Supervisor Plug-In: Workgroups license. To use this license, you must also enable supervisorfeatures. To display this view, you also need the Workgroup Statistics Security right. The View Directory Status ColumnsAccess Control right enables you to display an agent’s status information.

This is an overview of the activity of an agent within a workgroup. You can add as many Agent Overviews as you need, but CIC willactively update statistics in only five of the displayed views.

To display the Agent Statistics view:1. Click the Add View icon (plus sign) next to any tab.2. In the Quick Picks list, click Show All Views.3. In the Add Views dialog box, in the Extras category, select the Agent Statistics check box.4. In the Add Views dialog box, click Add View.

Result: A blank Agent Statistics view appears in Interaction Connect. You see a reminder that you haven't yet selected aworkgroup.

5. In Agent Statistics, make the following selections:From the Select a Workgroup drop-down list, select one workgroup. If needed, use the search box to find the appropriateworkgroup.

Note: This list contains only the workgroups for which you have the Statistics Workgroups Access Control right.

From the Select an Agent drop-down list, select one agent. If needed, use the search box to find the appropriate agent.

Note: This list contains only the agents belonging to the selected workgroup.

Optionally, change the shift/period selection in the Current Shift drop-down list.Result: The Agent Statistics view displays statistics for the selected agent within the selected workgroup.

6. Optionally, in the Current Interactions section, select and arrange the displayed statistics:

To select the statistics displayed here, click the Choose Columns control.To rearrange the statistics, drag and drop column headingsTo resize a column, drag the right side column boundary.

Note: You can rearrange and remove statistics only in the Current Interactions section. This arrangement and selection issaved separately for each Agent Overview.

Related Topics

Agent Statistics

Display and Configure Agent Statistics

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Requirements: You need the Customize Client Security right to add views. The Workgroup Statistics Security right enablesyou to display the Workgroup Statistics view. The Statistics Workgroups Access Control right determines which workgroupsyou can select for this view. Membership in a workgroup does not confer the right to view statistics for that workgroup.

To configure which statistics appear in this view, you need the Interaction Supervisor Plug-In: Workgroups license. To usethis license, you must also enable supervisor features.

To manage activations for the members of this workgroup, you need the Interaction Supervisor Plug-In: Workgroups licenseand must enable supervisor features. You also need the Modify Workgroup Queues Access Control right for the selectedworkgroup.

Note: You can view statistics for more than one workgroup at the same time by displaying this view multiple times andselecting a different workgroup each time.

To display the Workgroup Statistics view:1. Click the Add View icon (plus sign) next to any tab.2. In the Quick Picks list, click Show All Views.3. In the Add Views dialog box, in the Extras category, select the Workgroup Statistics check box.4. In the Add Views dialog box, click Add View.

Result: A blank Workgroup Statistics view appears in Interaction Connect. You see a reminder that you haven't yet selecteda workgroup.

5. In the Workgroup Statistics view, from the Select a Workgroup drop-down list, select one workgroup. If needed, use the searchbox to find the appropriate workgroup.

Note: This list contains only the workgroups for which you have the Statistics Workgroups Access Control right.

Result: The Workgroup Statistics view displays statistics for the selected workgroup queue.6. Optionally, change the shift/period selection in the Current Shift drop-down list.7. Optionally, click Configure to select the displayed statistics. Do any of the following:

Note: You can rearrange and remove statistics only in the Interactions on Queue and Agents on Queue sections.

To select a different statistic, click the down arrow on any statistic.To change the arrangement, drag and drop statistics.To remove a statistic, click the X for the selected statistic.To add a statistic if you have fewer than four statistics in a group, click the plus sign (+).

8. To change the activation status for members of this workgroup, click Manage Activations.9. Click Done.

Related TopicsWorkgroup Statistics

Requirements: You need the Customize Client Security right to add views. The Workgroup Statistics Security right enablesyou to display the Workgroup Overview. The Statistics Workgroups Access Control right determines which workgroups youcan select for this view. Membership in a workgroup does not confer the right to view statistics for that workgroup.

To configure which statistics appear in this view, you need the Interaction Supervisor Plug-In: Workgroups license. To usethis license, you must also enable supervisor features.

To manage activations for the members of this workgroup, you need the Interaction Supervisor Plug-In: Workgroups licenseand must enable supervisor features. You also need the Modify Workgroup Queues Access Control right for the selectedworkgroup.

Display and Configure the Workgroup Statistics view

Display and Configure the Workgroup Overview

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To display and configure the Workgroup Overview:1. Click the Add View icon (plus sign) next to any tab.2. In the Quick Picks list, click Show All Views.3. In the Add Views dialog box, in the Extras category, select the Workgroup Overview check box and click Add View.

Result: A blank Workgroup Overview appears in Interaction Connect. You see a reminder that you haven't yet selected oneor more workgroups.

4. In the Workgroup Overview, click Choose Workgroups.

Note: In the Choose Workgroups dialog box, the Available list contains only the workgroups for which you have theWorkgroups Statistics Access Control right.

5. Do one of the following:To move a name to the Selected list, select a name in the Available list and click the > control.To move all workgroup names to the Selected list, click >>.To move all or selected workgroup names from the Selected list back to the Available list, select a name and click << or <.To change the order of the workgroups, in the Selected list, select a workgroup name and click the up or down arrowsabove the list.

6. When your Selected list is complete, click Choose Workgroups.

7. Optionally, to configure the Shift/Period Statistics for a workgroup:

Note: Configuration requires an Interaction Supervisor Plug-In: Workgroups license.

a. Select a workgroup appearing in the Workgroup Overview.b. Click the control next to Shift/Period Statistics.c. In the Shift/Period Statistics section, click Configure.d. In the Configure Interval Statistics dialog box, in the Select shift/period comparison type section, select one of the

following:Compare my current and previous statisticsCompare my statistics with the workgroup’s statisticsCompare the workgroup’s current and previous statistics.

e. To select the statistics for this view, use the > and < controls to move the statistics names to the Selected Statistics list.

Tip: To change the order of the statistics, use the up and down arrows in the Selected list.

8. To change the activation status for members of this workgroup, click Manage Activations.

9. Click Save.

Available Statistics

AverageAgentNegativeScore

Sum up agent negative score divided by the total number of calls in the current/previous period or shift

AverageAgentPositiveScore

Sum up agent positive score divided by the total number of calls in the current/previous period or shift

AverageCustomerNegativeScore

Sum up customer negative score divided by the total number of calls in the current/previous period or shift

AverageCustomerPositiveScore

Sum up customer positive score divided by the total number of calls in the current/previous period or shift

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AverageHold Time

The average hold time in queue of all ACD interactions. In technical terms, this value is the average time allACD interaction on the agents queue for the specified workgroup have been in Hold state

AverageTalk Time

Average connection time for all currently connected calls. Total amount of time spent on different ACDinteractions, divided by number of ACD interactions.

Note: If there are no currently connected calls, Average Talk Time is N/A (not applicable).

AverageWait Time

Average wait time in queue of all interactions. This value is the average time all interactions have been in theACD - Alerting state.

InteractionsAbandoned

Number of interactions that the remote party externally disconnected before they could be client connected(picked up by an agent).

InteractionsAnswered

Number of ACD- interactions that have agents picked up and connected.

InteractionsCompleted

Number of interactions that have agents picked up and went to a state of ACD-assigned and then weredisconnected, sent to voice mail, parked on orbit, or transferred.

InteractionsFlowed Out

Number of interactions flowed-out.

InteractionsHeld

Number of interactions held.

InteractionsReceived

Number of interactions that have alerted in the workgroup queue or My Interactions.

LongestInteractionWaiting

Time of the longest currently waiting interaction. This interaction has been in the ACD - Wait Agent state thelongest. Its duration is the amount of time that the interaction has waited to be picked up by an available agent,based on time in queue only. Overall time in the system (such as time in IVR) is not counted.

LongestTalk Time

The longest amount of time any currently connected call has been connected.

Note: Longest Talk Time is not calculated at the workgroup level for the current Shift or Period.

LongestWait Time

The longest time an interaction was in the ACD - Wait Agent state during the current shift/period.

Non-ACDInteractions

The number of interactions answered by an agent that were not routed to the agent by ACD. These areinteroffice interactions, transfers, and other person-to-person interactions.

Total HoldTime

Total amount of hold time for ACD interactions.

Total TalkTime

Total amount of time that Agents spent on different ACD interactions.

Total WaitTime

The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned.

Related TopicsWorkgroup Overview

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Systems and Subsystems

Managed IP PhoneAn IP phone uses Voice over IP technologies that enable you to make telephone calls over an IP network such as the Internetinstead of the ordinary public switched telephone network (PSTN) system.

A Managed IP Phone is set up, configured, and managed in Interaction Administrator. Your CIC administrator can manage the CICfeatures available on your IP phone, update firmware and reset your phone from Interaction Administrator.

Your CIC administrator can:Enable you to use the Do Not Disturb button or soft key on your phone to set your CIC status to DND.

Configure distinctive ring tones for incoming Internal, External, and Direct Dialed calls.

Related TopicsSet DND Status with Your Phone

About Session ManagerA subsystem component called Session Manager acts as a “traffic cop” or “broker” between the Web Server and the CIC Server.

Session Manager can run on the CIC Server in smaller implementations or on a stand-alone server in larger environments. MultipleSession Manager servers can even be clustered to run large systems.

SwitchoverCustomer Interaction Center (CIC) supports an automated switchover system. If a CIC server ever fails, in less than 30 seconds theserver can switch control to another mirror image CIC server with minimal phone disruption. In addition, administrators canmanually switch the “active” CIC server with no phone disruption. It takes from 90 to 150 seconds for the CIC client to reconnect.

If a switchover occurs, you automatically reconnect if your administrator has enabled the Single Sign On feature. Otherwise youreconnect after you click the Log On button.

Note: If you have SSO enabled, yet log on using CIC credentials, auto reconnect still works as expected. Regardless of the typeof logon, CIC may disconnect your current call during a switchover.

Related TopicsAuto Reconnect

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Interaction Connect Help change log

Date Changes

08-February-2018 CIC does not forward ACD-routed calls when you are in an Available Forward status. Added Note to ForwardCalls to Your Remote Telephone Number.

22-February-2018 Interaction Dialer custom script support in Interaction Connect. Affected these topics: What's New inInteraction Connect, Interaction Scripter, and Log on to Campaigns.

02-March-2018 Widgets for PureConnect. Added new topics: Widgets, Widgets View, Configure a Widget, Widgets GeneralConfiguration, Widgets Plugins Configuration, Widgets Extensions Configuration, Widgets UnrestrictedProperties Configuration, and Deploy a Widget.

06-March-2018 UI label changes: From Language to Language Fallback and finally to Fallback Language in Widgets GeneralConfiguration.

In Security Rights topic, documented that Widgets List Security right renamed to Widgets Configuration.Widgets Configuration Admin Security Right renamed to Widgets Configuration Master. RewroteRequirements in affected Widgets topics.

Added Genesys Widgets to the What's New in Interaction Connect help topic.

07-March-2018 Interaction Quality. Added Agent scorecard, Call Scorecard, Chat Scorecard, Interaction Quality, QualityDashboard topics. Updated What's New in Interaction Connect topic.

09-April-2018 Account Codes administration. Added Requirements for Configuring Account Codes to Working withAccount and Wrap-Up Codes topic. Added description of Account Codes view to Configure Account Codestopic. Set Configure Account Codes topic as context-sensitive help for Account Codes view.

24-April-2018 Account Code administration. Added new topic: Configure Account Codes. Edited these topics: Workingwith Account and Wrap-up Codes, Advanced Dialing Options, and What's New in Interaction Connect.

Monitored Interactions. Added Monitor a Chat and Monitored Interactions topics. Edited What's New inInteraction Connect and Security Rights topics.

Stationless Logon. Added new Stationless Logon topic and added Stationless Logon section to Logging Onand What's New in Interaction Connect topics.

Updated information for Client Access license, changed topics to mention limited agent: Logging On andStationless Logon. Also, In Stationless Logon, documented which views are hidden and which features aredisabled if a Client Access License is not available.

27-April-2018 Social Media user interface. Added new topics: Managing Social Media, Facebook, and Twitter.

01-May-2018 Added tooltip help for Widgets configuration.

Added Interaction Optimizer Integration to What's New in Interaction Connect topic.

10-May-2018 Added description of new server parameter, MaxQualitySearchResultsICWS, to Optional General ServerParameters.

14-May-2018 New minimized tiles option for Speed Dial views. Affected multiple topics: Working with Speed Dial Views,Delete a Speed Dial View, Rename a Speed Dial View, Speed Dial Featuresk, and Change a Speed Dial EntriesDefault Number.

22-May-2018 Shift Trading view renamed to My Shift Trading view. Affected these topics: Access Control Rights, AddView Dialog Box, Interaction Optimizer, Manage Trades, My Schedule, Request a Shift Trade, Request TimeOff, Shift Trading, and Use Schedule Reminders.

01-June-2018 Changes to the Widgets Administration view including new links to context-sensitive help and a new CopyScript control.

06-June-2018 Adjusted documentation to reflect that any user with Supervisor Features enabled wants alerts for theWorkgroup Overview, Workgroup Statistics, and Agent Statistics views. Updated the Display and Configuretopics for each of these views.

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08-June-2018 Alert configuration. Created new topics: Active Alerts view, Add an Alert, Copy an Alert, Edit an Alert, Deletean Alert, Alert Sounds, and Manage Alerts dialog box.

18-June-2018 Email playback. Updated Interaction Quality, Acknowledge Scorecards, Call Scorecard & Chat Scorecard,Email Scorecard, My Quality Results, and What's New in Interaction Connect topics.

19-June-2018 Interaction Process Automation. Added topics: Filter a Queue View, Filter by Work Item Category, InteractionProcess Automation, Interaction Process Automation Terminology, Pick Up a Work Item, Processes, Put aWork Item on Hold, Remove a Work Item, Start a Process, Transfer a Work Item, Work Item Alerts, WorkItem Viewer, and Work Items. Edited Queue Contents to show Associated Process.

28-June-2018 Dropped requirement of Interaction Quality Monitoring Agent license in the Interaction Quality and NewFeatures topic.

11-July-2018 Notification sounds played for alerts and alert action controls. Updated the Add an Alert topic.

13-July-2018 In the Active Alerts view topic, rewrote description of Toggle Grouping control because of a UI change.

23-July-2018 In the Log on to Campaigns topic, noted that the Ready to Take Calls check box does not apply to basescripts in Dialer campaigns.

Social Media configuration. Added topics: Configure Social Media, Enable Social Media, Create or Log On tothe Social Media Account, Configure Facebook channels, Configure Twitter channels.

Social Media Twitter conversations: documented in Managing Social Media, Manage a Social Mediaconversation, Facebook conversations, Twitter conversations, and Social Media Images

27-July-2018 Noted that CIC does not support Ad Hoc recording of Social Media interactions in the Manage a SocialMedia Conversation and Snip Button topics. Added Chat Scorecard topic. Renamed the Social MediaScorecard topic to Social Conversation Scorecard. Added Scorecards to in 2018 R4 section of What's Newin Interaction Connect.

Rewrote note in Switchover topic to read: If you have SSO enabled, yet log on using CIC credentials, autoreconnect still works as expected. Regardless of the type of logon, CIC may disconnect your current callduring a switchover.

Documented image support in Social Media Direct messages in the Social Media Inline Images topic.

02-August-2018 Changed these links wherever they appeared in the client help:http://testlab.inin.com, changed to testlab.genesys.comhelp.inin.com, changed to help.genesys.commailto: documentation@inin.com, changed to mailto: PureConnectDoc@genesys.comhttp://community.inin.com, changed to https://community.genesys.com/communities/pureconnect?CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44http://ideas.inin.com, changed to https://pureconnect.ideas.aha.io/portal_session/new.

23-August-2018 New widget types: Callback, Call Us, Offers, and Sidebar. Updated Deploy a Widget, Widgets GeneralConfiguration, Widgets Plugin Configuration, and What's New topics.

Added to Requirements in the Interaction Quality topic: The CIC administrator must contact ProductManagement for information about obtaining this license.

28-August-2018 Changed documentation to reflect that a support representative creates the Genesys Social Media Accountfor you. Affected the Configure Social Media, Enable Social Media, and Log On to the Social Media Accounttopics.

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07-September-2018 Social Media Direct Messages. Added topics: Social Media: Manage Social Media Direct Messages,Facebook Direct Messages, and Twitter Direct Messages. Updated Configure Facebook Channels andConfigure Twitter Channels topics to include direct message channel configuration. Rewrote requirementsfor agents in the Managing Social Media topic.

Agent Quality Results and Playback support for Social Media records. Updated My Quality Results, SocialConversation Scorecard, Social Direct Message Scorecard, and What's New in Interaction Connect.

Response Management in Social Media. Added a new topic: Use Response Management in a Social MediaInteraction. Updated Managing Social Media, Manage a Social Media Conversation, and Using ResponseManagement.

Inline image display. Updated Social Media In-line Images topic to reflect that images are displayed first atthumbnails and are no longer initially displayed at 50% of the available screen space

Transferring a social media conversation. Updated Manage a Social Media conversation topic.

Secure input. Added note that PureConnect does not support secure input to the Managing Social Media andWhat's New in Interaction Connect topics.

Added to description of progress spinner in the Facebook Direct Messages and Twitter Direct Messagestopics: If the message is not sent within a time out limit, you have the option to retry the message.

28-September-2018 Intelligent Automation. Added to types of available widgets in Widgets view, Widgets General Configuration,Widgets Plugin Configuration, Widgets Extensions Configuration, and Widgets Unrestricted PropertiesConfiguration.

03-October-2018 Added Interaction Quality Monitoring Agent license to requirements for viewing and using the My QualityResults view.

08-October-2018 Updated screen captures for Rebranding and UX rework.

Removed documentation for Add/Remove Plugins field. This was removed from General configuration.Affected. Added documentation for new On/Off toggle switch. Affected Widgets Plugins Configuration andWidgets General Configuration topics.

25-October-2018 Added explanation of server parameters affecting Speed Dial views to the Working with Speed Dials topicand noted it in Add a Directory Contact to a Speed Dial View.

Added Queue Results Limits to Filter a Queue view topic.

08-November-2018 Updated documentation to reflect that you must disconnect a callback interaction and the resulting callinteraction separately: Respond to a Callback Request and Callback Window.

03-December-2018 Per localization, changed reverse extension to the reverse of your phone extension.

07-December-2018 Updated screen captures for Rebranding and UX rework.

25-January-2019 Altocloud view. Added new topics: Interaction Connect and Genesys Altocloud and Altocloud View. UpdatedWidgets Plugins Configuration, Working with Chat Sessions, Table of Contents, and What's New inInteraction Connect.

11-February-2019 In Widgets topic, added reference to developer documentation, the Genesys Widgets Reference.

15-February-2019 Journey Mapping. Added topics: Add a Contact, Add an Organization, Associate an Interaction with aContact, Find a Contact, Find an Organization, Journey Map, Journey Map view, Journey Map button, ModifyContact Information, Modify Organization Information, Quick Add a Contact, and Use the Journey Map view.

Journey Mapping: Updated Playback a Recorded Interaction, Queue Control Toolbar Buttons, Security Rights,and View Interaction Properties.

View General Directories ACL is not needed for contact resolution. Removed from Requirements in multipletopics.

22-February-2019 Journey Mapping. Added explanation of new field, Social ID, in the Quick Add Contact dialog box and updatedscreen captures. Affected the Quick Add a Contact topic.

26-February-2019 Altocloud view. This view now updates in real-time and is no longer a snapshot of the visitor's journey. Madechanges to What's New in Interaction Connect and Altocloud view topics.

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01-March-2019 Altocloud Chat icon replaced with standard Chat icon with an Altocloud badge. Updated Working with ChatInteractions topic text and screen capture.

04-March-2019 Replaced PureEngage screen captures with captures that reflect features supported in PureConnect. Updatedthe Callback and Sidebar sections of the Plugins Configuration topic.

08-March-2019 Added a more detailed explanation of wrap-up code assignment for Interaction Dialer calls to theDisposition a Call topic.

11-March-2019 Created this change log.

18-March-2019 Documented new Auto select interactions after disconnect option in the Alerting Options topic.

Added Auto select interactions after disconnect to What's New in Interaction Connect topic.

20-March-2019 Incorporated Co-Browse orphan topics from the PureConnect Documentation library into the InteractionConnect help.

Incorporated CIC Web-based phone orphan topics from the PureConnect Documentation library into theInteraction Connect help.

Fixed broken hyperlinks in the Use the Journey Map view topic.

26-March-2019 Added Genesys Altocloud bullet point to 2019 R2 section of What's New in Interaction Connect.

28-March-2019 In the Widgets Plugins Configuration topic, Offers section, rewrote the description of Video URL to statethat: If an image URL is present, the image replaces this video.

02-April-2019 In the Widgets Plugin Configuration topic, added a new Chatbots section. Described configuration of theGoogle DialogFlow chat bot. Moved the Genesys Intelligent Automation chatbot configuration to thissection. Added Third-Party Chatbot Support to the 2019 R1 section of the What's New in Interaction Connecttopic.

09-April-2019 In Listen to Someone Leave a Voice Mail Message topic, added link to Working with Voice Mail. In Workingwith Voice Mail topic, add emphasis to "voicemail features on your telephone" and made convertedreferences to the CIC TUI User's Guide and Quick Reference Card to working hyperlinks.

Reorganized Widgets Plugin Configuration topic.

12-April-2019 Updated description of third-party chatbots in the What's New in Interaction Connect topic.

19-April-2019 Updated Amazon Lex, Dialog Flow, and Watson Widget configuration information per UI changes.

24-April-2019 Added Tip about searching for locations and deleting locations to Add an Organization topic.

Added Requirements section to introduction for Interaction Connect and Interaction Desktop help.

01-May-2019 Held Journey Map-related topics until feature is officially released.

08-May-2019 Added (OOO) for Out of Office to Personal Prompts Options and Possible Status Values topic to improvesearch results per a user request.

14-May-2019 Verified Altocloud documentation is correct for 2019 R2 GA. Made minor adjustments.

15-May-2019 Fixed bookmark in Widgets General Configuration.

06-June-2019 Added new topics: Update Emergency Information and E911 Emergency Calls. Added to TOC.

07-June-2019 Added new topic: E911 Emergency Call Alerts. Added to TOC.

12-June-2019 Added screen captures to E911 Emergency Calls and Update E911 Emergency.

19-June-2019 Fixed broken link in Interaction Connect and Altocloud topic.

21-June-2019 Added map ID for context-sensitive help for Emergency Information dialog box.

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25-June-2019 Added new topic: Custom Themes and Forms. Also, in Widgets General Configuration, added notes inTheme and Custom JSON referring to this new topic.

26-June-2019 Updated description of when wrap-up codes are used in the Understanding Wrap-Up Codes topic. Made itclearer calls made on behalf of a workgroup are the only type of outgoing interactions that support wrap-upcodes.

02-July-2019 Held back E911 topics from 2019 R3 version. To be release in 2019 R4.

03-July-2019 Added Note to Disposition a Call which mentions the new Eic_DialerAllowInboundWrapUp interactionattribute.

Removed all references to PureCloud Directory view. This is no longer supported. Added notice to theWhat's New in Interaction Connect help topic.

10-July-2019 Added Web Chat Widget Subject bullet point to 2019 R2 section of What's New in Interaction Connect.

12-July-2019 Added new screen captures and a second example to Custom Themes and Forms. Added warning aboutusing the Sidebar to enable Callback, Call Us, or Offers widgets to Widgets Plugins Configuration.

17-July-2019 Added Support for Arabic bullet point to 2019 R3 section of the What's New in Interaction Connect topic.

25-July-2019 Added Widget Types section to Widgets topic. Updated descriptions of some of the widget types in WidgetsPlugins Configuration.

01-August-2019 Added new topic PureConnect Widget Extensions.

28-August-2019 Edited What's New in Interaction Connect, E911 Emergency Calls, Update E911 Emergency Information, andE911 Emergency Call Alerts topics for late-breaking changes to the feature.

06-September-2019 Fixed links in the Configure the web-based phone feature.

23-September-2019 Held back E911 topics from 2019 R4 help version. Feature to be released in 2020 R1.

25-September-2019 Updated definitions of Local Disconnect and Remote Disconnect in Understanding an Interaction's Statetopic.

25-September-2019 Added "Also, If you use custom attributes, the server prefixes attribute names with WebTools_." to thePureConnect Widget Extensions topic.

02-October-2019 Released E911 topics for 2020.R1. Updated version number in Interaction Connect Help introductory topic.Corrected typo in Log on to Campaigns. Base scripts instead of basic scripts.

11-October-2019 Added link to Advanced Dialing Options in the Dial of Behalf of a Workgroup topic.

18-October-2019 Added description of Use Chat Persona to Widgets Plugins Configuration topic.

21-October-2019 Rewrote Desktop Alerts and added notes for Chrome users.

25-October-2019 Edits for renaming of PureCloud for CIC integration to Genesys Cloud for PureConnect integration.

06-November-2019 Added documentation for Webchat usability enhancements, including support in replies for emojis, qoutingearlier messages, and using multimedia.

12-November-2019 In Widgets Plugins Configuration, Sidebar section, added to Plugin-Name description: Note: The plug-in nameshould not contain spaces. The name must also match the case the Widget code expects. Acceptablevalues are: WebChat, Callback, CallUs and Offers.

21-November-2019 Per customer feedback, updated Note in Enable Social Media.

06-December-2019 Updated notes in both Enable social Media and Log On to the Social Media Account.

09-December-2019 Made correction; drag and drop call transfer works only with the Company Directory. Updated Transfer a Callto a Directory Entry and Drag and Drop a Call on a Name in a Directory topics.

13-January-2020 Added Warning to Add or Close Views and Logging on topics about using IceLib applications withInteraction Connect.

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22-January-2020 Added new topics for phase 1 accessibility enhancements, Accessibility Compliance.

31-January-2020 In Schedule a Callback, updated screen capture and added Note to step 4. Select a Time zone. Note: To seethe Time zone option, your system administrator must configure the Interaction Dialer Timezone Map Dataoption and configure a Zone Set. See Configure Time Zone Maps and Assign Them to Campaigns, WhereApplicable and Zone Sets.

31-January-2020 Added information about Call History Max Time server parameter to Call History Retention section of CallHistory topic.

25-February-2020 Added help for configuration of WhatsApp Direct Messages.

26-February-2020 Added help topic, Set Status in Accessibility Mode.

03-March-2020 Removed stray button images from Queue Control Toolbar Buttons topic. Left over from conversion.

06-March-2020 Added navigation from view to view to Keyboard Navigation. Added new My Interactions Shortcuts and Create a Conference Call in Accessibility Mode topics. Mentioned both in What's New in InteractionConnect. Also removed stray button images from Queue Control Toolbar Buttons topic - left over fromproject conversion.

06-March-2020 Added Note about configuration of data sources to the Journey Map view topic.

10-March-2020 In the Custom Themes and Forms topic, updated formatting of JSON examples to make it easier to cut andpaste code. Added note about using extensions. In the Configure a Widget topic, updated procedure becauseCancel button was removed.

10-March-2020 In the Interaction Quality topic, added the requirement for the Interaction Recorder Client Access license.

20-March-2020 Added new topics: Create a Conference Call in Accessibility Mode and Conference Button. UpdatedAccessibility Enhancements and What's New in Interaction Connect.

24-March-2020 Updated Personal Prompts topic for removal of accordion sections. Added more detail to What's New inInteraction Connect and also Keyboard Navigation for additional Accessibility Enhancements.

07-April-2020 Added topics and links for Create a Conference Chat in Accessibility Mode.

08-April-2020 Renamed Drag and Drop a Call on Another Call to Create a Conference Call Using Drag and Drop. Fixed alllinks. Other minor cleanup.

30-March-2020 Fixed broken link in Genesys Cloud for PureConnect Features topic.

20-April-2020 Added What's New notice for WhatsApp Direct Messages. Add new license requirement to Managing SocialMedia topic. In Enable Social Media topic, added Note: Genesys Hub URL is not required for WhatsAppDirect Messages.

29-April-2020 Updated screen capture in Callbacks and the Current Interaction view to show the Reset Number button.

30-April-2020 Added further explanation of accessibilityMode Server parameter to Accessibility Enhancements topic.

01-May-2020 Added Time in Status and Time in Workgroup Queue to Queue Contents topic. Added Warning to Web-basedPhone topic that it does not support persistent connections.

04-May-2020 Updated Configure WhatsApp channels with tips and confirmation code information. Added "additionalrequirements" to Requirements for administrators in Managing Social Media.

05-May-2020 Added description of WebChatService.setBotName to PureConnect Widget Extensions topic.

06-May-2020 Updated licensing requirements in the Managing Social Media and What's New in Interaction Connecttopics. Added Note to WhatsApp Direct Messages in 2020 R2 section of the What's New in InteractionConnect help.

07-May-2020 Added Genesys Cloud requirements to Managing Social Media topic. Added new Widgets Updates section toWhat's New in Interaction Connect topic.

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08-May-2020 Updated WhatsApp licensing information in Managing Social Media and What's New in Interaction Connecttopics. Added to Tip in Managing Social Media Direct Messages. Also added "Each PureCloud user needsthe Communicate - User role" to the Licensing section of the Web-based Phone Requirements topic.

22-May-2020 Added Tip about recording personal prompts to the Working with Voice Mail topic.

26-May-2020 Updated link to Genesys My Support portal in introduction.

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